Leadership by Middle Managers and Their Impact on the Performance of Frontline Employee

by

ACKNOWLEDGEMENT

I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.

DECLARATION

I, [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

Signed __________________ Date _________________

ABSTRACT

In this study we try to explore the concept of middle managers' leadership in a holistic context. The main focus of the research is on transformational leadership skills of middle managers and its relation with the performance of frontline employees. The research was conducted using quantitative methodology. Surveys were conducted from middle managers and frontline employees of twenty 5-star hotels on USA. A total of 130 participants were surveyed in this study, which included 30 middle managers and 100 employees. The transformational leadership skills of middle managers and the determinants of frontline employees' performance were identified through previous studies. These variables were then tested using SPSS 16.0 to measure the association between the transformational leadership of middle managers and the performance of frontline employees. Regression Analysis was done to measure the impact of the transformational leadership of middle managers on the performance of frontline employees. From the results it was found that the transformational leadership of middle manager has a slight but significant impact of the performance of frontline employees.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Background of the Problem1

Statement of the Problem7

Purpose of the Study8

Research Design10

Research Aim and Objectives10

Significance of the Study11

Research Questions12

Assumptions and Limitation13

Definition of Terms14

Expected Findings15

Disposition16

CHAPTER 2: LITERATURE REVIEW17

Introduction to Leadership18

Definitions and Concepts of Leadership18

Leadership Models: Theory and Research21

Consequences of Transformational Leadership27

The Middle manager29

Evolution of Middle Management32

From the Past33

Into the Future34

Skill and Perspective34

Strategic Role35

Agents of Change36

Middle Managers as a Leader37

Frontline Employees40

Performance of Organization41

Performance Management46

Job Performance48

Theoretical Framework51

Leadership51

Communicating the Vision52

Individualized Consideration55

Intellectual Stimulation55

Motivating the Employees58

Being a Role Model to Subordinates60

Mentoring69

Achieving Group Goals71

Frontline Employee's Performance81

Attitude towards work88

Attitude towards supervisor and coworkers89

Attendance/punctuality91

Dependability92

Quality of work93

Job knowledge and skills94

Productivity96

Responsibility98

Transformational Leadership and Performance102

Summary111

CHAPTER 3: METHODOLOGY114

Purposes of the Study116

Data Collection Technique117

Secondary Research117

Search Technique120

Literature Search120

Inclusion and exclusion criteria122

Additional Online searches123

Primary Research123

Quantitative126

Qualitative127

Justification for Chosen Method128

Research philosophy and Approach128

Research strategy131

Research Design132

Overview of Quantitative Research Approach133

Appropriateness of Design133

Participant Selection135

Instruments136

Research Questions and Hypotheses138

Procedures140

Data Collection Process142

Data Analyses144

Appropriateness of Correlation, Chi-square test and Multiple Regression Analysis146

Ethical Concerns146

Informed Consent148

Confidentiality149

Validity149

Reliability151

CHAPTER 4: RESULTS AND DISCUSSION154

Survey Results:154

Descriptives - Middle Manager Transformational Leadership Skills154

Communicating the Vision154

Being a Role Model to Subordinates157

Intellectual Stimulation163

Individualized Consideration169

Mentoring176

Motivating the employees180

Achieving Group Goals185

Attendance/Punctuality188

Job Knowledge and Skills191

Dependability194

Attitude towards work199

Attitude toward supervisor and coworkers207

Quality of Work212

Responsibility217

Correlation: Middle Managers219

Correlation: Frontline Employees221

Chi Square Tests223

H1: There is a positive relationship between middle management leadership and organizational performance223

H2: There is a significant impact of “communicating the vision” on frontline employee performance224

H3: There is a significant impact of “being a role model to subordinates” on frontline employee performance225

H4: There is a significant impact of “intellectual stimulation” on frontline employee performance226

H5: There is a significant impact of ...