Record Details

Creating Loyal Customers in a Contact Center Environment

Journal of Leadership and Management

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Field Value
 
Title Creating Loyal Customers in a Contact Center Environment
 
Creator Hyland, Ronald F.; Ronald F. Hyland, Sr., D.M. School of Advanced Studies, University of Phoenix,
4923 Raintree Circle
Parker, CO 80134, USA email: hylandr@hylandr.com
Ferebee, Susan; School of Advanced Studies, University of Phoenix,
4923 Raintree Circle
Parker, CO 80134, USA
 
Description The purpose of the quantitative correlational study was to investigate the relationship between leadership type of frontline leaders in the call center environment and the customer loyalty scores of the contact center agents in a California based media company, as well as whether employee engagement mediated any relationship present. Leadership type was the predictor variable, and was measured using the Multifac- tor Leadership Questionnaire Rater Form 5X-Short. Customer loyalty scores, as measured by net promoter scores, was the criterion variable. Customer loyalty scores were obtained from archival data maintained by the organization. Employee engagement was examined as a media- ting variable and was measured using the Utrecht Work Engagement 9 Factor survey instrument. e study con rms leadership type matters in creating engaged employees, and employee engagement leads to loyal customers. Keywords: leadership type, employee engagement, customer loyalty, contact center, multifactor leadership questionnaire 
 
Publisher Journal of Leadership and Management
 
Contributor —
 
Date 2017-12-29
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://leadership.net.pl/index.php/JLM/article/view/111
 
Source Journal of Leadership and Management; Vol 1, No 9-10 (2017): Journal of Leadership and Management
2391-6087
 
Language eng
 
Relation http://leadership.net.pl/index.php/JLM/article/view/111/73
 
Rights Copyright (c) 2017 Author & JLM
http://creativecommons.org/licenses/by-nc-sa/4.0