Links Between Leadership Styles and Service Quality

ISBN-13: 9783659417870 / Angielski / Miękka / 2014 / 144 str.

Baah Isaac

Opis

A number of researchers have argued that leadership is the cause of everything. Great leaders, according to experts drive organizational vision, mission, and growth. This quantitative, descriptive, correlational study offers research-based insights into the links between transformational, transactional and passive-avoidant leadership styles and service quality. Using data from Ghana, participants completed Multifactor Leadership Questionnaire (MLQ) and SERVQUAL Instrument. The MLQ assessed the perceptions of leadership styles by employees whiles the SERVQUAL explored the dimensions and quality of service to customers. The findings confirmed earlier studies that customer satisfaction is different from service quality. Customer Satisfaction is just a precursor to service quality. The study should help organizations go beyond customer satisfaction and focus more on service quality for customer loyalty and retention

O autorze

Isaac Baah, DBA., is a Human Resource and Service Quality Consultant in a financial institution in Africa. Isaac earned his MBA in Human Resource at University of Ghana Business School and a Doctor of Business Administration with specialization in leadership from University of Phoenix, Arizona. He lives in Accra, Ghana.