Impact of leadership styles on employee adaptability in call center
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Date
2012
Authors
Kanagaletchumy, Kathamuthu
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Abstract
This study examines the impact of leadership styles on employees’ adaptability in the call center of telecommunication industry. Three main leadership styles namely Transactional, Transformational and Situational Leadership were selected to predict the call centers’ employees’ adaptability towards the different leadership approaches.
The main purpose of this study is to investigate how each of the above mentioned attributes influences the employees’ reaction to interpret and react to the leadership characteristics of their managers. A quantitative research method was employed and a survey questionnaire was chosen as an instrument to collect the data for this research. The survey questionnaires were distributed to the call centers and a total of 104 valid responses were received. The collected data was entered into SPSS version 19.0 for statistical analysis using descriptive and regression analysis methods.
The findings of this study indicate that the Leadership Styles contributes to the prediction of call center employees’ adaptability. It was concluded that the research had provided an insight to the adaptability of the call center employees which will help the leaders to identify and adjust their leadership approach and react accordingly.
The Researcher recommends that leaders of the call center division practice Transformational leadership styles to enable the employees adaptability while recommending the call center management to engage and involve the employees in all types of initiatives at the early stage, as this will enable them to accept and adapt to their leader well.
Description
Master
Keywords
Business Administration , Quantitative Study