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They were asked to explain why they had considered these people as organizational heroes and describe the situations or conditions when these individuals had behaved heroically. Critical incidents were gathered using a story-telling method. Heroes were first broadly defined as individuals whose actions benefited other organizational members and the organization. A significant portion of the respondents selected immediate superiors as heroes. Fifty critical incidents were examined for the study and an analysis of these incidents yielded six themes or main categories of heroic behaviors. Three themes stood out: Being an effective leader who empowered and motivated their followers; effectively playing the role of change agent; and meeting customers' needs effectively...
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