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An empirical study of transformational leadership, team performance and service quality in retail banks.

The discipline of operations management (OM) has long been offering differing quantitative techniques for improving the efficiency of banking operations. However, there has been a trend in recent years that operations and services of the banking industry are becoming more diverse and unstructured, rendering many traditional OM quantitative techniques less effective in performance improvement. So they did some studies to explore whether the dimensions of transformational leadership have a direct impact on team performance with respect to team cohesion, team leader job satisfaction and team competence, as well as an indirect impact on the service quality dimensions of reliability and responsiveness through the three dimensions of team performance in operational banking teams. Overall, they make two key contributions in this study. By integrating the literature on banking operations, service quality, leadership style and work teams, they argue that leadership style and team performance are crucial concerns determining the service quality performance of today’s banking operations in a team setting.
They also argue that in order to provide more accurate insights on the association between transformational leadership and team performance in banking operations, it is necessary that
They conduct a study based on data from operational teams of different functions and of different banks. So, Using data collected from 192 employees from 32 operational teams (a leader and five members in each team) in 15 retail banks in Macau, China, they investigated whether the five dimensions of transformational leadership ( idealized influence (attributed), idealized influence (behavior), intellectual stimulation, inspirational motivation, and individualized consideration ) have

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