Leader and follower factors in customer and employee satisfaction: It takes two to tango

Abstract

This study examined relationships between followers' shared visions, their use of their leader's vision and their own emotional commitment to the vision, and customer and employee satisfaction, simultaneously taking into account vision communication on the leader's part, in one hundred and eleven retail apparel stores. All were directly associated with customer and employee satisfaction. Among a few studies endorsing the critical role of followers in modern organizations, the study suggests important managerial implications for aspiring leaders.