fobbspublisheddissertation-12939154698773-phpapp01

fobbspublisheddissertation-12939154698773-phpapp01 - THE...

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THE EVALUATION OF A PARADIGM: THE CRITICAL EXAMINATION OF THE INFLUENCE OF FOLLOWERSHIP STYLES AND COURAGEOUS FOLLOWER ATTRIBUTES ON HOTEL CUSTOMER-CONTACT EMPLOYEE JOB SATISFACTION by Terry Fobbs KEITH GRANT, Ph.D., Faculty Mentor and Chair LISA BARROW, D.M., Committee Member ABDUL KAISSI, D.M., Committee Member Raja K. Iyer, Ph.D., Interim Dean, School of Business and Technology A Dissertation Presented in Partial Fulfillment Of the Requirements for the Degree Doctor of Philosophy Capella University April 2010
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UMI Number: 3403225 All rights reserved INFORMATION TO ALL USERS The quality of this reproduction is dependent upon the quality of the copy submitted. In the unlikely event that the author did not send a complete manuscript and there are missing pages, these will be noted. Also, if material had to be removed, a note will indicate the deletion. UMI 3403225 Copyright 2 010 by ProQuest LLC. All rights reserved. This edition of the work is protected against unauthorized copying under Title 17, United States Code. ProQuest LLC 789 East Eisenhower Parkway P.O. Box 1346 Ann Arbor, MI 48106-1346
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© Terry Fobbs, 2010
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Abstract This study examined the statistical relationship between followership style (Kelley, R.E., The power of followership: How to create leaders people want to follow and followers who lead themselves, 1992) and courageous follower attributes (Dixon, E. N., An exploration of the relationship of organizational level and measures of follower behaviors. Ph.D. dissertation, The University of Alabama in Huntsville, Huntsville, Alabama, 2003), and the influence of followership style on the job satisfaction, (Spector, P.E., Job satisfaction: Application, assessment, causes and consequences, 1997) on hotel customer-contact employee job satisfaction. The premise of this research was the certain followership styles would exhibit more courageous follower attributes than others, for example exemplary followers would demonstrate more courageous follower attributes than conformist followers. The second premise was that there was a statistical relationship between followership style and hotel customer-contact employee job satisfaction. An on-site group administration of the three survey instruments was conducted to collect data to determine the level of courageous follower attributes, demographics, reported followership style and level of job satisfaction of the entire population of customer-contact employees of a small Canadian high-end luxury hotel and resort chain. The univariate analysis of job satisfaction revealed high dissatisfaction with nature of work and organizational communication and that nearly two thirds of the respondents self-reported as exemplary followers. The study found that there was a statistical relationship between followership style and courageous follower attributes, indicating that the two constructs of followership style, independent critical thinking and
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