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Performance and Competences in Call Centre: The Effect of Leadership Style

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  • 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.

Suggested Citation

  • Alessia Berni & Luigi Moschera, 2021. "Performance and Competences in Call Centre: The Effect of Leadership Style," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(10), pages 204-204, July.
    • Handle: RePEc:ibn:ijbmjn:v:13:y:2021:i:10:p:204
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    References listed on IDEAS

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    2. Barry M. Staw & Robert I. Sutton & Lisa H. Pelled, 1994. "Employee Positive Emotion and Favorable Outcomes at the Workplace," Organization Science, INFORMS, vol. 5(1), pages 51-71, February.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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