Date of Award

3-2-2009

Document Type

Open Access Thesis

Degree Name

Master of Arts in Leadership (MAL)

Department

Leadership

First Advisor

Diane L. Pike

Abstract

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 group reach their shared purpose and decrease employee turnover The central claim of the analysis is: the advantage of the blended leadership model is that it helps create a healthy working environment for people to grow in their respective roles and as a group because it focuses on creating good relationships with individual employees and offering leadership and empowerment specific to their needs while communicating a group vision.

Identifier

SC 11.MAL.2009.Martin.L

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