Store Manager–Store Performance Relationship: A Research Note

Todd J. Arnold, Dhruv Grewal, Scott Motyka, Namwoon Kim, Arun Sharma, Rajendra Srivastava

Research output: Contribution to journalArticlepeer-review

17 Citations (SciVal)


Despite the critical role that store managers play in linking top management teams and service/retail employees, as well as in fulfilling corporate strategy within chain store environments, service management research infrequently addresses the factors that may promote store managers’ effective exchange relationships within the firm and subsequent effects on store operations and profitability. This study focuses on how store managers’ performance orientation, trust of a regional manager's capabilities, and organizational commitment affect a manager's relationships relative to regional managers and frontline employees. The direct effect of store managers’ relationship capacity on store performance is also examined. The results, based on survey data from managers of stores of a retail and service chain and company financial reports, generally support the suggested hypotheses. Specifically, a store manager's relationship with his/her supervisor has a strong influence on how the manager views the supervisor's leadership support and leadership style, which ultimately influence store performance (primary goods/service sales and store profits).

Original languageEnglish
Pages (from-to)144-155
Number of pages12
JournalJournal of Retailing
Issue number2
Early online date30 Mar 2019
Publication statusPublished - 1 Jun 2019


  • Intra-organizational relationship
  • Leadership style
  • Performance
  • Retail service
  • Store manager

ASJC Scopus subject areas

  • Marketing


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