Date of Conferral

2023

Degree

Ph.D.

School

Psychology

Advisor

Nancy Bostain

Abstract

The call center industry is instrumental in servicing the consumer in many facets of service-oriented presales and aftersales support. Little is known about the relationship between leadership styles, call center workers, and organizational commitment. The purpose of this study was to examine the relationship between leadership styles transformational, transactional, laissez-faire, and outcomes of leadership with organizational commitment in a call center environment. Using Survey Monkey, a data collection agency, a nonprobability convenience sampling procedure was used to select the 350 call center workers' samples. The analysis used was Pearson's correlation and multiple regression. The study used multifactor leadership and organizational commitment questionnaires. The results of these analyses indicated that transformational and transactional leadership styles significantly correlated and had a positive relationship with call center workers' organizational commitment. Leadership outcomes of satisfaction and extra effort had a significant positive relationship with call center workers' organizational commitment. The results of this study can encourage the call center organization and leaders to learn and benefit from the positive correlation between good leadership and organizational outcomes with increased organizational commitment. The leaders may benefit from the results of this study by understanding how different aspects of leadership styles can affect call center workers. The implication for positive social change is that executives may use this data to identify the most successful leadership style, which can improve call center employees' organizational commitment and improve customer relations.

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