Dissertation/Thesis Abstract

The impact of leadership style on organizational commitment in medical health insurance call centers
by Koppenhoefer, Cara, Ed.D., Indiana Wesleyan University, 2013, 174; 3592422
Abstract (Summary)

The purpose of this correlational study was to explore the relationship between frontline supervisor leadership styles and call center associates organizational commitment and turnover intentions. Organizations today can no longer afford to view turnover as just the cost of doing business (Gilson & Khandelwal, 2006). With an accurate estimate of the costs of turnover, organizations will be better positioned to understand the true importance of reducing turnover (Hillmer, Hillmer, & McRoberts, 2004). Reducing turnover by increasing organizational commitment will help reduce costs, preserve talent and potentially increase customer satisfaction. This study assumed that leadership does have an impact on organizational commitment, and turnover. Specifically that the leadership style of the frontline supervisor leader has an impact on the organizational commitment of the employee as it relates to the affective, normative or continuance element, as well as their turnover intention. This study took place in U.S. based inbound health insurance call center environment and will be relative to U.S. based inbound health insurance call center experiences. The research utilized Bass and Avolio's Multifactor Leadership Questionnaire, Meyer and Allen's three component commitment model and questions from the Michigan Organizational Assessment Questionnaire. Five US locations were selected for associate's participation providing a potential pool of 658 inbound health insurance call center associates. The Likert-type ratings of the survey instruments were treated as interval/ratio data for analysis purposes. Statistical analysis included correlation and regression testing.

Indexing (document details)
Advisor: Barnes, Joanne
Commitee: Howell, George, Rajanayakan, John
School: Indiana Wesleyan University
Department: Organizational Leadership
School Location: United States -- Indiana
Source: DAI-A 74/12(E), Dissertation Abstracts International
Subjects: Service industries not elsewhere classified, Managerial skills, Management, Telephone Call Centers
Keywords: Call centers, Employee turnover, Health insurance, Leadership, Michigan Organizational Assessment Questionnaire, Multifactor Leadership Questionnaire, Organizational committment
Publication Number: 3592422
ISBN: 978-1-303-33461-0
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