Social and Behavioral Sciences Commons^™

Effective Leadership In A Service Center Setting: An Analysis Of How To Increase Tenure Among Employees Through A Blended Leadership Model, Larissa Martin

Theses and Graduate Projects

Service Centers experience high turnover rates among employees. Creating a healthy working environment through effective leadership in a service center setting can be difficult due to the particular features of a service center. This analysis of the organizational literature on service centers leads to the development of a blended leadership model. Using the Transformational and Transactional Leadership models with an emphasis on role clarity, empowerment, trust, approachability of the leader, employee/leader relationship, contingent versus non-contingent behavior, and monitoring, the blended leadership model incorporates these concepts to provide an ideal type that would guide a call center leader in helping the …