Date of Award


Document Type

Open Access Thesis

Degree Name

Master of Arts in Leadership (MAL)



First Advisor

Diane L. Pike


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.


SC 11.MAL.2009.Martin.L