Leader Sets up the Direction for the Spiral of Evolution between Employees and Customers

Abstract

Abstract After environmental selection, co-evolution produces similar and interdependent relationships of species through cooperation and competition. Likewise, a co-evolution exists between employees and customers in enterprises, while leaders dominate the selection factors. The direction that the leaders set up eliminates the unsuitable employees and customers who fail to bring benefits to the enterprise. Since leaders could largely affect the development of enterprises, this study conducted in-depth interviews with leaders of three small enterprises. Next, based on Grounded Theory, the data gathered were summarized into five categories: (1) interaction, (2) selection factors, (3) benefits, (4) adaptability, and (5) limitation. Then, these categories, which drive the tripartite relationship of leaders, employees, and customers, were merged into two concepts, namely, the internal personal factor and the external enterprise factor. The interaction among these three parties forms a leader-oriented co-evolution spiral between employees and customers. This study believes that under the co-evolution and selection factors formulated by the leaders of the organization, employees, and customers who remain connected in the enterprise would treat each other as family members and friends.