PDF Ebook Leadership Analysis and Customer Service
In a nutshell, this document answers the question: Leadership has been described as existing on a continuum from transactional to transformational (Burns, 1978). In today’s world, transformational is the leadership theory of choice (Bryman, 1997). Compare and contrast the most prominent contributions to the study of transformational leadership. Create a plan to employ transformational leadership in a grocery retail setting that is postulated to increase employee productivity and enhanced customer support. Synthesize the current literature on transactional leadership. Discuss the tools available for measuring this type of leadership and how today’s retail organizations can use transactional leadership to increase customer satisfaction.
I choose to research the question above, because I wanted to learn more about transformational leadership and hope to use the information found in the literature from this section in my future proposed dissertation.
Of course, as an organizational development consultant for, I made the emphasis of this research to have a focus on retail customer service. As with most of these questions, as I sifted through the literature I ended up purchasing copies of the books who authored the foundational literature on leadership, motivation and organizational development.
This paper discusses these basic leadership theories and also covers essential literature of the study of organizational leadership as it may be related to transactional and transformational leadership. This paper also discusses the study of these two types of leadership and why they are important. Basically, its to keep employees motivated to do work that benefits the organization by being integral in bringing customers back. Effective leadership creates an organizational environment where employees are properly trained and focused on satisfying customers because employees are essentially satisfied.
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