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Article
Organisational relationship quality and service employee acceptance of change in SMEs: a social exchange perspective
Journal of Management and Organization
  • R Farr-Wharton, University of the Sunshine Coast
  • Yvonne Brunetto, Griffith University
Document Type
Article
Publication Date
1-1-2007
Peer Reviewed
Peer-Reviewed
Abstract
The paper used a social exchange lens to explore the impact of the quality of the relationship between supervisors and service employees on individual and organisational outcomes. The findings provide further evidence that the quality of the relationship between supervisors and service employees is a significant factor - in this case explaining almost half of the reasons as to why employees accepted or rejected organisational changes. Using the social exchange lens, the theory argues that the same characteristics evident in high quality leader-member exchange (LMX) relationships (effective levels of information, feedback and respect) are also likely to provide the ideal conditions for employees' to address their fears and answer their questions about potential organisational changes. As a result, service employees are more likely to accept the organisational changes. In addition, this study suggests that approximately half of job productivity and satisfaction is affected by the way LMX firstly affects employees' satisfaction with organisational communication processes, and secondly, their acceptance of organisational changes within SMEs.
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Citation Information

Farr-Wharton, R & Brunetto, Y 2007, 'Organisational relationship quality and service employee acceptance of change in SMEs: a social exchange perspective', Journal of Management and Organization, vol. 13, no. 2, pp. 114-126.