Servant leadership: antecedent to Quality of Worklife of customer service frontline employees
- Authors: Bedser, Mark Bernard
- Date: 2018
- Subjects: Call center agents Servant leadership Customer Service -- Quality control Employee morale Job satisfaction Quality of work life
- Language: English
- Type: text , Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/62144 , vital:28132
- Description: Contact Centre agents operate in closely monitored and highly controlled environments and their work consists of solving service requests or assisting customers with information on products or services. Consequently their work involves a great deal of emotional labour and stress. It is not surprising then, that the working environment of the Contact Centre is reported to have a negative impact on the levels of Quality of Worklife of Contact Centre agents, and that in the Contact Centre context, it is likely that low levels of Quality of Worklife exist. It is argued that it is important for organisations to be particularly aware of the Quality of Worklife perceptions of their employees should they want to address Quality of Worklife levels and benefit from the positive consequences of higher levels of the construct. Numerous variables are reported to play either an antecedent, moderating, mediating, or consequential role in relation to the Quality of Worklife construct. A systems model of Quality of Worklife is developed, which illustrates the inter-relationships of these variables and how they affect and are affected by the Quality of Worklife construct. It is argued that leadership is an important antecedent to Quality of Worklife, and this is the antecedent of interest in this study. It is proposed that it is not just any leadership that will contribute to an improved Quality of Worklife, particularly within a challenging context such as the Contact Centre environment. Rather, it is suggested that certain qualities of leaders will have a greater influence on Quality of Worklife. For example, leaders who focus on relationships and are caring - characteristics associated with servant leaders - are deemed more suitable for the Contact Centre context. The research also proposes that there are close associations between Servant Leadership and Trust, which in turn has the potential to affect Quality of Worklife positively. It is argued, therefore, that Trust mediates the relationship between Servant Leadership and Quality of Worklife in the customer service frontline context. While there is a broad base of literature available on servant leadership that focuses on the senior or executive level of leadership, Van Dierendonck and Nuijten (2011) have argued that it is also relevant at the middle level of management and have validated an eight dimensional measure of servant leadership that is suitable for this management level. The Van Laar, Edwards and Easton (2007) Quality of Worklife model is also argued to be an appropriate model and measure of the Quality of Worklife construct, due to the robustness of the instrument design and the appropriateness of its underlying theory to the context of this research. Research has shown that leadership can have a significant relationship with Quality of Worklife. Moreover, a review of the literature on servant leadership reveals that trust, satisfaction, general well-being, and commitment to their jobs increases when employees are exposed to leadership behaviours associated with servant leadership. There is however, no evidence in the literature of any investigation of the relationship between Servant Leadership and Quality of Worklife, or of research investigating the partial mediating effects of Trust between these two constructs. Research was conducted to test this relationship. A survey questionnaire was administered amongst a sample of 555 Contact Centre agents, who were employed in eight different organisations. Confirmatory factor analysis procedures were conducted in STATA (V15.0), to test and validate the factor structure of Servant Leadership and Quality of Worklife models. The research also produced a Servant Leadership, Trust and Quality of Worklife structural equation model that supported the hypotheses of the relationships between the constructs. Mediation analysis confirmed Trust’s role as a mediator between Servant Leadership and Quality of Worklife. The structural equation model confirmed that synergies between Servant Leadership, Trust and Quality of Worklife exist, and that Trust partially mediates the relationship between Servant Leadership and Quality of Worklife. It is therefore argued that an increase in Servant Leadership behaviour by the manager or supervisor of frontline staff has a positive association with increases of Trust, as well as positive associations with Quality of Worklife experienced by employees in the frontline context. Moreover, it is also posited that the relationship between Servant Leadership and Quality of Worklife is partially mediated by Trust of the supervisor. The implications of these results are discussed, and recommendations made for management practice and further research.
- Full Text:
- Date Issued: 2018
- Authors: Bedser, Mark Bernard
- Date: 2018
- Subjects: Call center agents Servant leadership Customer Service -- Quality control Employee morale Job satisfaction Quality of work life
- Language: English
- Type: text , Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/62144 , vital:28132
- Description: Contact Centre agents operate in closely monitored and highly controlled environments and their work consists of solving service requests or assisting customers with information on products or services. Consequently their work involves a great deal of emotional labour and stress. It is not surprising then, that the working environment of the Contact Centre is reported to have a negative impact on the levels of Quality of Worklife of Contact Centre agents, and that in the Contact Centre context, it is likely that low levels of Quality of Worklife exist. It is argued that it is important for organisations to be particularly aware of the Quality of Worklife perceptions of their employees should they want to address Quality of Worklife levels and benefit from the positive consequences of higher levels of the construct. Numerous variables are reported to play either an antecedent, moderating, mediating, or consequential role in relation to the Quality of Worklife construct. A systems model of Quality of Worklife is developed, which illustrates the inter-relationships of these variables and how they affect and are affected by the Quality of Worklife construct. It is argued that leadership is an important antecedent to Quality of Worklife, and this is the antecedent of interest in this study. It is proposed that it is not just any leadership that will contribute to an improved Quality of Worklife, particularly within a challenging context such as the Contact Centre environment. Rather, it is suggested that certain qualities of leaders will have a greater influence on Quality of Worklife. For example, leaders who focus on relationships and are caring - characteristics associated with servant leaders - are deemed more suitable for the Contact Centre context. The research also proposes that there are close associations between Servant Leadership and Trust, which in turn has the potential to affect Quality of Worklife positively. It is argued, therefore, that Trust mediates the relationship between Servant Leadership and Quality of Worklife in the customer service frontline context. While there is a broad base of literature available on servant leadership that focuses on the senior or executive level of leadership, Van Dierendonck and Nuijten (2011) have argued that it is also relevant at the middle level of management and have validated an eight dimensional measure of servant leadership that is suitable for this management level. The Van Laar, Edwards and Easton (2007) Quality of Worklife model is also argued to be an appropriate model and measure of the Quality of Worklife construct, due to the robustness of the instrument design and the appropriateness of its underlying theory to the context of this research. Research has shown that leadership can have a significant relationship with Quality of Worklife. Moreover, a review of the literature on servant leadership reveals that trust, satisfaction, general well-being, and commitment to their jobs increases when employees are exposed to leadership behaviours associated with servant leadership. There is however, no evidence in the literature of any investigation of the relationship between Servant Leadership and Quality of Worklife, or of research investigating the partial mediating effects of Trust between these two constructs. Research was conducted to test this relationship. A survey questionnaire was administered amongst a sample of 555 Contact Centre agents, who were employed in eight different organisations. Confirmatory factor analysis procedures were conducted in STATA (V15.0), to test and validate the factor structure of Servant Leadership and Quality of Worklife models. The research also produced a Servant Leadership, Trust and Quality of Worklife structural equation model that supported the hypotheses of the relationships between the constructs. Mediation analysis confirmed Trust’s role as a mediator between Servant Leadership and Quality of Worklife. The structural equation model confirmed that synergies between Servant Leadership, Trust and Quality of Worklife exist, and that Trust partially mediates the relationship between Servant Leadership and Quality of Worklife. It is therefore argued that an increase in Servant Leadership behaviour by the manager or supervisor of frontline staff has a positive association with increases of Trust, as well as positive associations with Quality of Worklife experienced by employees in the frontline context. Moreover, it is also posited that the relationship between Servant Leadership and Quality of Worklife is partially mediated by Trust of the supervisor. The implications of these results are discussed, and recommendations made for management practice and further research.
- Full Text:
- Date Issued: 2018
Some principles of communicating effectively through press advertisements with Blacks
- Authors: Koekemoer, Ludi
- Date: 1978
- Subjects: Advertising, Newspaper -- South Africa , Black people and mass media -- South Africa , Mass media -- South Africa , Mass media and culture -- South Africa , Communication in marketing -- South Africa , Communication -- Social aspects -- South Africa , Press and politics -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:837 , http://hdl.handle.net/10962/d1013407
- Description: [Introduction] An investigation of relevant literature reveals numerous studies on the principles of effective advertising communications. These studies are based on work done overseas and may not apply to Blacks in South Africa. Pioneer advertising research into the Black market has been conducted in recent years by the University of South Africa's Bureau of Market Research (BM). The resultant data obtained indicated that communicating to the Black market should be treated separately from communicating to Whites in South Africa and further research is required on the effectiveness of advertising communications aimed at Blacks. This study was designed to supplement the research conducted by the Bureau of Market Research rather than to validate these findings.
- Full Text:
- Date Issued: 1978
- Authors: Koekemoer, Ludi
- Date: 1978
- Subjects: Advertising, Newspaper -- South Africa , Black people and mass media -- South Africa , Mass media -- South Africa , Mass media and culture -- South Africa , Communication in marketing -- South Africa , Communication -- Social aspects -- South Africa , Press and politics -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:837 , http://hdl.handle.net/10962/d1013407
- Description: [Introduction] An investigation of relevant literature reveals numerous studies on the principles of effective advertising communications. These studies are based on work done overseas and may not apply to Blacks in South Africa. Pioneer advertising research into the Black market has been conducted in recent years by the University of South Africa's Bureau of Market Research (BM). The resultant data obtained indicated that communicating to the Black market should be treated separately from communicating to Whites in South Africa and further research is required on the effectiveness of advertising communications aimed at Blacks. This study was designed to supplement the research conducted by the Bureau of Market Research rather than to validate these findings.
- Full Text:
- Date Issued: 1978
Talent management: a case study of Namibia’s Directorate of Civil Aviation (DCA) in securing talent for aviation safety, 2008 to 2014
- Authors: Simataa, George
- Date: 2017
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/7131 , vital:21220
- Description: This study is about talent management, focusing on a case study of the initiatives undertaken by the Directorate of Civil Aviation (DCA) of Namibia over the period 2008 to 2014 in securing talent for aviation safety. The International Civil Aviation Organisation (ICAO) regularly assesses the extent to which member states comply with their safety oversight responsibilities. According to a 1996 report by the ICAO, under the auspices of its Universal Safety Oversight and Security Audit Programme (USOSAP), Namibia’s safety oversight was found to be weak, as indicative of the State’s inability to guarantee the safety of aircraft operations within the national airspace (ICAO, 1996). One of the significant audit findings was the critical shortage of qualified professionals at the Directorate Civil Aviation (DCA) to effectively perform the State’s regulatory and oversight function as contained in the Chicago Convention of 1944. The shortage of qualified professionals resulted in Namibia being unable to respond to its obligations and responsibilities under the Chicago Convention and Namibia’s subsequent blacklisting by the ICAO Audit Result Review Board (ARRB). Consequently, a corrective action plan was undertaken. This study examines one aspect of this plan, namely the initiatives that were undertaken to secure the talent required for aviation safety posts. The aim of the research is, from the perspective of talent management, to analyse the corrective action plan of the Directorate of Civil Aviation (DCA), as a process of securing talent for strategic positions in aviation safety in Namibia. This initiative was analysed from the perspective of the fourth stream of talent management, which emphasises securing talent for strategic positions (Collings and Mellahi, 2009; Huselid & Becker, 2011). Taking into account the fact that Namibia was a racially and culturally divided society until about 25 years ago, the study also deals with issues of diversity management as they impacted upon the talent management of the civil aviation industry nationally. Furthermore, the study is located against the background of the Bantu Education System that was provided by the apartheid South African government to Namibians before independence in 1990. The research design of this study involved conducting a case study that followed a deductive approach. Data were collected using multiple methods and sources such as documentation, interviews and archival records. Content analysis was used in the analysis of collected data. The findings of the study showed the talent management strategies that were adopted in managing strategic positions, the challenges encountered and the impact of the programme. The findings were initially discussed from the perspective of stream four of talent management, with its focus on strategic positions in organisations. Some of the findings of the study were in line with this approach to talent management, but certain challenges that were encountered in carrying out the talent management programme could not be addressed from this perspective, thereby exposing the limits of this approach to talent management in an emerging economy like Namibia. Consequently, a proposed model of sustainable talent management for the DCA was developed. From the perspective of this model of sustainable talent management, recommendations were made for practice and further research.
- Full Text:
- Date Issued: 2017
- Authors: Simataa, George
- Date: 2017
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: http://hdl.handle.net/10962/7131 , vital:21220
- Description: This study is about talent management, focusing on a case study of the initiatives undertaken by the Directorate of Civil Aviation (DCA) of Namibia over the period 2008 to 2014 in securing talent for aviation safety. The International Civil Aviation Organisation (ICAO) regularly assesses the extent to which member states comply with their safety oversight responsibilities. According to a 1996 report by the ICAO, under the auspices of its Universal Safety Oversight and Security Audit Programme (USOSAP), Namibia’s safety oversight was found to be weak, as indicative of the State’s inability to guarantee the safety of aircraft operations within the national airspace (ICAO, 1996). One of the significant audit findings was the critical shortage of qualified professionals at the Directorate Civil Aviation (DCA) to effectively perform the State’s regulatory and oversight function as contained in the Chicago Convention of 1944. The shortage of qualified professionals resulted in Namibia being unable to respond to its obligations and responsibilities under the Chicago Convention and Namibia’s subsequent blacklisting by the ICAO Audit Result Review Board (ARRB). Consequently, a corrective action plan was undertaken. This study examines one aspect of this plan, namely the initiatives that were undertaken to secure the talent required for aviation safety posts. The aim of the research is, from the perspective of talent management, to analyse the corrective action plan of the Directorate of Civil Aviation (DCA), as a process of securing talent for strategic positions in aviation safety in Namibia. This initiative was analysed from the perspective of the fourth stream of talent management, which emphasises securing talent for strategic positions (Collings and Mellahi, 2009; Huselid & Becker, 2011). Taking into account the fact that Namibia was a racially and culturally divided society until about 25 years ago, the study also deals with issues of diversity management as they impacted upon the talent management of the civil aviation industry nationally. Furthermore, the study is located against the background of the Bantu Education System that was provided by the apartheid South African government to Namibians before independence in 1990. The research design of this study involved conducting a case study that followed a deductive approach. Data were collected using multiple methods and sources such as documentation, interviews and archival records. Content analysis was used in the analysis of collected data. The findings of the study showed the talent management strategies that were adopted in managing strategic positions, the challenges encountered and the impact of the programme. The findings were initially discussed from the perspective of stream four of talent management, with its focus on strategic positions in organisations. Some of the findings of the study were in line with this approach to talent management, but certain challenges that were encountered in carrying out the talent management programme could not be addressed from this perspective, thereby exposing the limits of this approach to talent management in an emerging economy like Namibia. Consequently, a proposed model of sustainable talent management for the DCA was developed. From the perspective of this model of sustainable talent management, recommendations were made for practice and further research.
- Full Text:
- Date Issued: 2017
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