Development of a model of the feedback process within executive coaching.

Recent literature concerning executive coaching consistently points out the need for a better conceptual understanding of the process of coaching. The current paper addresses this need with an emphasis on the role of feedback in executive coaching. Several existing models of the coaching process mention feedback as an important element, but none expand on the role and function of feedback in executive coaching relationships. This paper builds on several existing models of executive coaching and integrates London and Smither's (2002) model of the feedback process to create a model of feedback in executive coaching. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships.

This longitudinal field study integrates the theories of transformational leadership (TFL) and relationship marketing to examine how TFL influences employee service performance and customer relationship outcomes by transforming both (at the micro level) the service employees' attitudes and (at the macro level) the work unit's service climate. Results revealed that, at the individual level, managers' TFL was positively related to employee service performance, which, in turn, positively predicted customers' expressed intention to maintain a long-term service relationship with the service employee and manager-reported number of the employee's long-term customers measured 9 months later. In addition, the relationship between TFL and employee service performance was partially mediated by employee self-efficacy. Furthermore, store-level TFL was positively associated with store-level service climate, and service climate further enhanced the relationship between individual-level TFL and employee service performance. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Executive coaching: A comprehensive review of the literature.

[Correction Notice: An erratum for this article was reported in Vol 60(1) of Consulting Psychology Journal: Practice and Research (see record 2009-06606-001). The author would like to indicate that unfortunately, Peterson’s (1993) dissertation on executive coaching outcomes was excluded from the original literature review conducted by Kampa-Kokesch and Anderson (2001). Later, Kampa and White (2002) stated that Peterson’s (1993) dissertation was excluded due to the programmatic nature of the coaching conducted in the study. Specifically, it was written, “this research did not investigate executive coaching as practiced by consultants in the field,” (p. 145). However, all of the coaches in Peterson’s study were field-based PDI consultants and the individuals being coached did receive individual coaching from those consultants. In the future, Peterson’s research, which was a well-designed long-term outcome study of 370 coaching participants, should be reviewed when considering executive coaching outcomes.] Executive coaching as a consultation intervention has received increased attention in the literature within the past decade. Executive coaching has been proposed as an intervention aimed toward helping executives improve their performance and consequently the performance of the overall organization (R. R. Kilburg, 1996c). Whether or not it does what it proposes, however, remains largely unknown because of the lack of empirical studies. Some also question whether executive coaching is just another fad in the long list of fads that have occurred in consultation and business. To explore these issues and the place of executive coaching in consulting practice, this article critically examines the literature on executive coaching. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Goals, feedback, and self-regulation: Control theory as a natural framework for executive coaching.

The popularity of coaching continues to grow at a rate faster than research can validate coaching practices. Although strong research and theory on coaching have been emerging over the past few years, we believe that this body of literature would benefit from more integration of theory and application of organizing frameworks. The current paper seeks to contribute to the coaching literature by applying a Control Theory (CT) framework to elements of executive coaching. The two core elements of CT—goals and feedback—are also critical components of executive coaching. By applying a CT framework, we hope to provide both structure and new ideas regarding the roles of goals and feedback in executive coaching. We also suggest that one role of executive coaches is to help coaches become more effective self-regulators and effectively engage in goal setting and feedback seeking, among other things, in order to facilitate development. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.

Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction-engagement and these business-unit outcomes. One implication is that changes in management practices that increase employee satisfaction may increase business-unit outcomes, including profit. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The path to a healthy workplace: A critical review linking healthy workplace practices, employee well-being, and organizational improvements.

This review synthesizes much of the previous research since 1990 linking healthy workplace practices in organizations to employee well-being and organizational improvements. Based on the review, both a direct and an indirect link between healthy workplace practices and organizational improvements are proposed. Five general categories of healthy workplace practices were identified in the literature: work-life balance, employee growth and development, health and safety, recognition, and employee involvement. Previous research also suggests that the link between these practices and employee and organizational outcomes is contingent on the effectiveness of communication within the organization and the alignment of workplace practices with the organizational context. Finally, a discussion of some limitations of previous research and recommendations for future work in the area of healthy workplace practices are provided. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

A Covariance Structure Analysis of Employees' Response to Performance Feedback.

This longitudinal study used D. R. Ilgen, C. D. Fisher, and M. S. Taylor's (1979) feedback process model as a theoretical framework to determine whether a sequential chain of cognitive variables mediates an individual's response to performance feedback. One hundred two employees were surveyed 2 weeks after their performance appraisal, and performance was assessed 11 months later at the end of the review cycle. Covariance structure analysis supported the convergent and discriminant validity of the constructs underlying the model and the constellation of structural relationships. A set of cognitive variables was found to completely mediate the relationship between an individual's receipt and response to feedback. Implications for the feedback process and future research are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Leader--member exchange, differentiation, and psychological contract fulfillment: A multilevel examination.

Prior integrations of the leader-member exchange (LMX) and psychological contract literatures have not clarified how within-group LMX differentiation influences employees' attitudes and behaviors in the employment relationship. Therefore, using a sample of 278 members and managers of 31 intact work groups at 4 manufacturing plants, the authors examined how LMX operating at the within-group level (relative LMX, or RLMX) and the group level influenced perceptions of psychological contract fulfillment and employee-level outcomes. Controlling for individual-level perceptions of LMX quality, results indicated a positive relationship between RLMX and fulfillment, which was strengthened as group-level variability in LMX quality increased. Perceptions of fulfillment mediated the relationship between RLMX and performance and sportsmanship behaviors. The importance of conceptualizing LMX as simultaneously operating at multiple levels is highlighted. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The moderating effects of employee tenure on the relation between organizational commitment and job performance: A meta-analysis.

This meta-analysis investigated the correlation between attitudinal commitment and job performance for 3,630 employees obtained from 27 independent studies across various levels of employee tenure. Controlling for employee age and other nuisance variables, the authors found that tenure had a very strong nonlinear moderating effect on the commitment-performance correlation, with correlations tending to decrease exponentially with increasing tenure. These findings do not appear to be the result of differences across studies in terms of the type of performance measure (supervisory vs. self), type of tenure (job vs. organizational), or commitment measure (Organizational Commitment Questionnaire [L. W. Porter, R. M. Steers, R. T. Mowday, & P. V. Boulian, 1974] vs. other). The implications and future research directions of these results are discussed. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Store manager performance and satisfaction: Effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

Based on emotional contagion theory and the value–profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Money and subjective well-being: It's not the money, it's the motives.

Past researchers have argued that the relative importance a person attaches to money is negatively related to subjective well-being (SWB). However, the past research suffers from the theoretical problem of not including the different motives for making money. With a sample of 240 business students, the authors developed a set of scales to measure motives for making money. They used a sample of 492 business students to confirm the factor structure of these motives. With another sample of 266 business students, the authors found that the negative relationship between money importance and SWB was due to the two variables being the result of a common cause; namely, the motives of social comparison, seeking power, showing off, and overcoming self-doubt. This finding was replicated with a sample of 145 entrepreneurs. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Employee self-enhancement motives and job performance behaviors: Investigating the moderating effects of employee role ambiguity and managerial perceptions of employee commitment.

This study examined the effects of employee self-enhancement motives on job performance behaviors (organizational citizenship behaviors and task performance) and the value of these behaviors to them. The authors propose that employees display job performance behaviors in part to enhance their self-image, especially when their role is not clearly defined. They further argue that the effects of these behaviors on managerial reward recommendation decisions should be stronger when managers believe the employees to be more committed. The results from a sample of 84 working students indicate that role ambiguity moderated the effects of self-enhancement motives on job performance behaviors and that managerial perceptions of an employee's commitment moderated the effects of those organizational citizenship behaviors that are aimed at other individuals on managers' reward allocation decisions. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Tigers, stripes, and behavior change: Survey results of a commissioned coaching program.

This survey focused on the effectiveness of a coaching program commissioned by a global company for high potential employees who wanted to develop their emotional competence. Survey results indicated sustained learning and behavior change among program participants over an extended period. Successful outcomes appeared to be related to the careful scrutiny of program participants, a collaborative model, an insight-oriented coaching approach, and persistent efforts to brand the program as a developmental resource. This work also indicated areas of continued opportunity for consulting psychology to include: the developmental branding of coaching initiatives, the need for early career coaching, ways to connect coaching results to existing HR practices, how to deliver high impact coaching in cross-cultural settings, and the critical need for empirical research in the areas of coaching and organization-based consultation. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Review of Behavior modification and coaching: Principles, procedures, and research.

Reviews the book, Behavior Modification and coaching: Principles, procedures, and research edited by Garry L. Martin and Dennis Hrycaiko (1983). The book is intended primarily for physical education students, but should be useful for already practising coaches as well. It is divided into seven sections. The first two introduce the reader to behavioural principles and techniques as they apply to coaching. The second chapter, is a very concise review, whereas other chapters contain statements that beg for substantiation. Sections three and four illustrate applications with respect to skill and motivation. Section five introduces cognitive behavioural techniques that help alleviate anxiety and enhance performance under competitive conditions. The penultimate section is concerned with the performance of the coach, and the final chapter points to recent literature and directions for future research. For the readership to whom the book is addressed, the reviewer greatly suspects that many will find it strongly influential. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Placing perceptions of politics in the context of the feedback environment, employee attitudes, and job performance.

The authors proposed a model suggesting that organizational environments supporting high levels of informal supervisor and coworker feedback are associated with lower employee perceptions of organizational politics. Furthermore, these lowered perceptions of politics were proposed to result in higher employee morale (as reflected in job satisfaction and affective commitment) and, through morale, to higher levels of task performance and organizational citizenship. The proposed mediational model was supported with empirical results from 150 subordinate-supervisor dyads sampled across a variety of organizations. Higher quality feedback environments were associated with lower perceptions of organizational politics, and morale mediated the relationships between organizational politics and various aspects of work performance. These findings suggest that when employees have greater access to information regarding behaviors that are acceptable and desired at work, perceptions of politics are reduced and work outcomes are enhanced. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

What you see may not be what you get: Relationships among self-presentation tactics and ratings of interview and job performance.

The image candidates portray in the interview, via appearance, impression management, and verbal and nonverbal behavior, has been hypothesized to influence interviewer ratings. Through the lenses of social influence and interdependence theories, this meta-analysis investigated (a) the magnitude of the relationship between these 3 self-presentation tactics and interviewer ratings, (b) whether these tactics also are correlated with later job performance, and (c) whether important theoretical moderators (e.g., the level of interview structure, the rating source, the use of field or experimental designs) affect these relationships. Results reveal that what you see in the interview may not be what you get on the job and that the unstructured interview is particularly impacted by these self-presentation tactics. Additionally and surprisingly, moderator analyses of these relationships found that the type of research design (experimental vs. field) does not moderate these findings. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality.

Extant research on high-performance work systems (HPWSs) has primarily examined the effects of HPWSs on establishment or firm-level performance from a management perspective in manufacturing settings. The current study extends this literature by differentiating management and employee perspectives of HPWSs and examining how the two perspectives relate to employee individual performance in the service context. Data collected in three phases from multiple sources involving 292 managers, 830 employees, and 1,772 customers of 91 bank branches revealed significant differences between management and employee perspectives of HPWSs. There were also significant differences in employee perspectives of HPWSs among employees of different employment statuses and among employees of the same status. Further, employee perspective of HPWSs was positively related to individual general service performance through the mediation of employee human capital and perceived organizational support and was positively related to individual knowledge-intensive service performance through the mediation of employee human capital and psychological empowerment. At the same time, management perspective of HPWSs was related to employee human capital and both types of service performance. Finally, a branch's overall knowledge-intensive service performance was positively associated with customer overall satisfaction with the branch's service. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.

Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories. (PsycINFO Database Record (c) 2011 APA, all rights reserved)