Article Sidebar

Download
PDF HTML
Statistic
Read Counter : 313 Download : 179

Downloads

Download data is not yet available.

Metrics

Metrics Loading ...

Main Article Content

Abstract

This pilot study observed the correlation between transformational leadership and a healthcare service provider's service quality. The research used two sets of cross-sectional questionnaire surveys designed to measure the Consumer Assessment of Healthcare Providers and Systems and a Leadership Inventory Index of the services rendered by the University Malaya Medical Centre (UMMC) to their patients to classify the quality of services delivered to patients at UMMC. The results emphasized a significant correlation between transformational leadership and empathy but no significant relationship between leadership effectiveness and service quality because of a lack of consensus and empirical support around which leadership types are significant. Transformational leadership has empirical support and is principles-based, relationship-oriented, intuitively appealing, and potentially “transformative. The study further stressed that the patients were pleased with the services rendered by UMMC staff. Also, additional education for physicians and physicians in training in transformational leadership is warranted.

Keywords

Transformational leadership empathy service quality and healthcare industry

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
A. Arokiasamy, A. R. (2020). University Malaya Medical Centre (UMMC) Service Quality: A Pilot Study on Transformational Leadership and Empathy. International Journal of Asian Education, 1(3), 187–194. https://doi.org/10.46966/ijae.v1i3.81
Crossref
Scopus
Google Scholar
Europe PMC

References

  1. Andrew J., Cooke M., Muncer S. J. (2008). The relationship between Empathy and Machiavellianism: an alternative to empathizing-systemizing theory. Pers. Indiv. Dif. 44, 1203–1211.
  2. Bass B. M. (1985). Leadership and Performance Beyond Expectations. New York: Free Press.
  3. Bellingkrodt, S., & Wallenburg, C., M. (2015). The role of customer relations for innovativeness and customer satisfaction: A comparison of service industries. The International Journal of Logistics Management, 26(2), 254-274.
  4. Bloom, P. (2016). Against Empathy: The case for rational compassion. New York, NY: Harper Collins Books.
  5. Clemes M.D., Gan C., & Ren M., (2011). Synthesizing the Effects of Service Quality, Value, and Customer Satisfaction on Behavioral Intentions in the Motel Industry: An Empirical Analysis. Journal of Hospitality & Tourism Research, 35(4), 530-568.
  6. Davis, M. H. (1980). A multidimensional approach to individual differences in empathy. JSAS Catalogue of Selected Documents in Psychology, 10, 85.
  7. Davis, M. H. (1983). Measuring individual differences in Empathy: Evidence for a multidimensional approach. Journal of Personality and Social Psychology, 44, 113–126.
  8. Fox, S., & Spector, P. E. (2000). Relations of emotional intelligence, practical intelligence, general intelligence, and trait affectivity with interview outcomes: It is not all just ‘G.’ Journal of Organizational Behaviour, 21, 203–220.
  9. Goleman, D. (2006). Working with emotional intelligence. New York: Bantam Dell.
  10. Goleman, D. (2017). What is Empathy? In empathy (pp. 1-12), Boston, MA: Harvard Business School Publishing Corporation.
  11. Holt, S. Marques, J., Hu, J., & Wood, A. (2017, Winter/Spring). Cultivating Empathy: New perspectives on educating business leaders. The Journal of Value-Based Leadership,10(1), 1-15.
  12. Huang, X., Shi, K., Zhang, Z., and Cheung, Y.L. (2006). “The impact of participative leadership behavior on psychological empowerment and organizational commitment in Chinese state-owned enterprises: the moderating role of organizational tenure,” Asia Pacific Journal of Management, Vol. 23 No. 3, pp. 345-367.
  13. Joireman, J., Kamdar, D., Daniels, D., & Duell, B. (2006). Good citizens to the end? It depends: Empathy and concern with future consequences moderate the impact of a short-term time horizon on organizational citizenship behaviors. Journal of Applied Psychology, 91, 1307–1320.
  14. Kellett, J. B., Humphrey, R. H., & Sleeth, R. G. (2006). Empathy and the emergence of task and relations leaders. The Leadership Quarterly, 17, 146–162.
  15. Mete, S. (2007). The empathic tendencies and skills of nursing students. Social Behaviour & Personality: An International Journal, 35, 1181–1188.
  16. Meyer, J. P., Stanley, D. J., Herscovitch, L., & Topolnytsky, L. (2002). “Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences.” Journal of Vocational Behaviour, 61, 20-52.
  17. Nettle D. (2007). Empathizing and systemizing: what are they, and what do they contribute to our understanding of psychological sex differences? Br. J. Psychol. 98, 237–255.
  18. Pillai, R., Scandura, T. A., & Williams, E. A. (1999). Leadership and organizational justice: Similarities and differences across cultures. Journal of International Business Studies, 30, 763–779.
  19. Plutchik, R. (1987). “Evolutionary bases of empathy,” in Empathy and its Development, eds Eisenberg N., Strayer J., editors. (New York: Cambridge University Press;), 38–46.
  20. Rubin, R.S., Munz, D.C. and Bommer, W.H. (2005), “Leading from within: the effects of emotion recognition and personality on transformational leadership behavior,” Academy of Management Journal, Vol. 48, pp. 845-58.
  21. Schein, E.H. (2004). “Organizational Culture and Leadership,” 3rd ed., Jossey-Bass, San Francisco, CA.
  22. Seppala, E. (2017). Why compassion is a better managerial tactic than toughness. In empathy (p. 13-28). Boston, MA: Harvard Business Review Press.
  23. Silvester, J., Patterson, F., Koczwara, A., & Ferguson, E. (2007). “Trust me…”: Psychological and behavioral predictors of perceived physician empathy. Journal of Applied Psychology, 92, 519–527.
  24. Stein, S.J., Papadogiannis, P., Yip, J.A. and Sitarenios, G. (2009), “Emotional intelligence of leaders: a profile of top executives,” Leadership & Organization Development Journal, Vol. 30, pp. 87-101.
  25. Trompenaars, A., & Hampden-Turner, C. (1998). Riding the waves of culture: Understanding cultural diversity in global business (2nd ed.). New York: McGraw-Hill.
  26. Van Velsor, E., & Leslie, J. B. (1991). Feedback to managers: Vol 1. A guide to evaluating multi-rater feedback instruments. Greensboro, NC: Centre for Creative Leadership.
  27. Wolff, S. B., Pescosolido, A. T., & Druskat, V. U. (2002). Emotional intelligence is the basis of leadership emergence in self-managing teams. The Leadership Quarterly, 13, 505–522.
  28. Yahaya, R., and Ebrahim, F. (2016). “Leadership styles and organizational commitment: literature review,” Journal of Management Development, Vol. 35 No. 2, pp. 190-216.
  29. Zenger, J. & Folkman, J. (2017). What great listeners do. In empathy (pp. 29-40). Boston, MA: Harvard Business Review Press.