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Michel Tremblay receives the best paper award from the AGRH

October 24, 2017

Michel Tremblay received the best paper award at the 28th congress of the Association francophone de Gestion des Ressources Humaines (AGRH), held in Aix-en-Provence, France, from October 11 to 13.

His paper entitled Customer and Employee Responses to Differentiated Leader-Member Exchange: A Multilevel Longitudinal Study in the Retail Industry won out over 188 other papers submitted at the congress.

Hierarchical relationships and service quality in the retail industry

In the paper, Professor Tremblay asserts that the better communications employees have with their direct superiors, the better customer service behaviour they will display over time. The study also shows that the more fragmented or varied the quality of the relationship with the direct superior within a given store, the less positive the customer experience will be. And finally, the more satisfied customers are with the service they receive in a given store, the more excellent customer service behaviour employees will display over time.

For this study, Professor Tremblay surveyed over 1,857 employees and 13,005 customers from 116 stores of a large Canadian retailer over the course of 6 years.

About Professor Michel Tremblay

Professor Tremblay specializes in strategic human resources management and employee motivation in the service and retail industries. He holds the Chair in the Mobilization of Individuals, Groups and Organizations. His teaching activities focus mainly on remuneration, human resources motivation and human resources management theory. He holds a Master’s in Management (MSc) from HEC Montréal and a PhD in Management Science from the Institut d’Administration des Entreprises in Aix-Marseille, France.


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