23. Exhibit 9 –3 ● The Leadership Continuum Source : Adapted from Robert Tannenbaum and Warren Schmidt, “How to Choose a Leadership Pattern,” Harvard Business Review (May/June, 1973).
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26. Exhibit 9 –4 ● A Summary of Path-Goal Factors and Styles Situational Factors Subordinate authoritarianism locus of control ability Environmental task structure formal authority work group Goal Achievement Performance Satisfaction Leadership Styles Directive Supportive Participative Achievement-oriented determine that affect
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30. Exhibit 9 –5 ● A Comparison of Behavioral and Situational Leadership Models
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33. Exhibit 9 –6 ● Steps in Addressing Employee Complaints
34. Exhibit 9 –7 ● Steps in Addressing Customer Complaints