Dissertation/Thesis Abstract

Employee perception of servant leadership and job satisfaction in a call center: A correlational study
by Chu, Hai-Wen, D.M., University of Phoenix, 2008, 170; 3326206
Abstract (Summary)

Current servant leadership studies have supported positive influences of servant leadership on individuals’ job satisfaction in a variety of organizations, but there is a lack of empirical research in call centers. The purpose of this quantitative correlational research study was to explore any relationship between employees’ perception of servant leadership and job satisfaction at a call center. Results indicated that in the call center, servant leadership was positively correlated to individuals’ job satisfaction. There were no significant statistical differences when controlling the factors of gender, seniority, and job position, but education level and licensure requirement did impact employees’ perceptions of servant leadership principles and job satisfaction.

Indexing (document details)
School: University of Phoenix
School Location: United States -- Arizona
Source: DAI-A 69/08, Dissertation Abstracts International
Subjects: Marketing, Labor relations, Organizational behavior
Keywords: Call center, Job satisfaction, Knowledge-intensive employees, Organization Leadership Assessment, Psychological contract, Servant leadership
Publication Number: 3326206
ISBN: 978-0-549-79748-7
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