Brand-Specific Leadership: Turning Employees into Brand Champions

Abstract

This article reports two studies on how managers can elicit brand-building behavior from frontline employees. Study 1 examines the mechanisms by which brand-specific transactional and transformational leadership influence employees' brand-building behavior. The results from a survey of 269 customer-contact employees show that brand-specific transactional leaders influence followers through a process of compliance, leading to an increase in turnover intentions and a decrease in in-role and extra-role brand-building behaviors. In contrast, brand-specific transformational leaders influence followers through a process of internalization, leading to a decrease in turnover intentions and an increase in in-role and extra-role brand-building behaviors. In turn, both processes are mediated by employees' perceptions of autonomy, competence, and relatedness with regard to their work roles as brand representatives. Moreover, the results show that brand-specific transactional leadership moderates the influence of brand-specific transformational leadership in a nonlinear, inverse U-shaped way, so that a medium level of transactional leadership maximizes the positive effects of transformational leadership. Study 2 addresses whether managers can learn brand-specific transformational leadership. A field experiment shows that brand-specific transformational leadership can indeed be learned through management training.