Performance and Competences in Call Centre: The Effect of Leadership Style
- Alessia Berni
- Luigi Moschera
Abstract
The purpose of the article is to investigate the relationships between leadership styles, management competence and performance levels of an organizational unit that is submitted to a leader’s formal authority. Drawing on leadership contingent theories, the work examines how leadership styles and management competence influence team performance of an organizational unit taking into account contextual factors. Our research is based on a qualitative investigation. As the case study approach refers to an in-depth study and investigation of a contemporary phenomenon within the real-life context, we set up a case study. The research has been performed in one of the call centres of an Italian telecommunication company.
- Full Text:
PDF
PDF
- DOI:10.5539/ijbm.v13n10p204
Journal Metrics
Google-based Impact Factor (2023): 0.86
h-index(2023): 152
i10-index(2023): 1168
Index
- Academic Journals Database
- ACNP
- AIDEA list (Italian Academy of Business Administration)
- ANVUR (Italian National Agency for the Evaluation of Universities and Research Institutes)
- Berkeley Library
- CNKI Scholar
- COPAC
- EBSCOhost
- Electronic Journals Library
- Elektronische Zeitschriftenbibliothek (EZB)
- EuroPub Database
- Excellence in Research for Australia (ERA)
- Genamics JournalSeek
- GETIT@YALE (Yale University Library)
- IBZ Online
- JournalTOCs
- Library and Archives Canada
- LOCKSS
- MIAR
- National Library of Australia
- Norwegian Centre for Research Data (NSD)
- PKP Open Archives Harvester
- Publons
- Qualis/CAPES
- RePEc
- ROAD
- Scilit
- SHERPA/RoMEO
- Standard Periodical Directory
- Universe Digital Library
- UoS Library
- WorldCat
- ZBW-German National Library of Economics
Contact
- Stephen LeeEditorial Assistant
- ijbm@ccsenet.org