Transformational Leadership, High-Performance Work System Consensus, and Customer Satisfaction
基于人力资源系统强度理论，研究变革型领导如何通过促进员工对高绩效工作系统的共识来压缩态度差异，进而提升客户满意度，对战略人力资源和系统强度文献有贡献。
We use human resources (HR) system strength theory to argue that transformational leadership leads to employee consensus on a unit’s high-performance work system (HPWS), that consensus helps align employee attitudes, and that a compression in attitudes facilitates strategy execution and unit-level outcomes. Empirical tests based on a 4-year linked employee–customer panel data set, involving 255 do-it-yourself stores, support our predictions. Transformational leadership is positively related to HPWS consensus. Consensus is negatively associated with unit-level job satisfaction dispersion, which in turn relates positively to unit-level customer satisfaction. Our study makes important contributions to the strategic HR and HR system strength literatures, highlighting the roles of leadership and employee consensus in strategy execution.