Год выпуска: 2014 Автор: Isaac Baah Издательство: LAP Lambert Academic Publishing Страниц: 144 ISBN: 9783659417870
Описание
A number of researchers have argued that leadership is the cause of everything. Great leaders, according to experts drive organizational vision, mission, and growth. This quantitative, descriptive, correlational study offers research-based insights into the links between transformational, transactional and passive-avoidant leadership styles and service quality. Using data from Ghana, participants completed Multifactor Leadership Questionnaire (MLQ) and SERVQUAL Instrument. The MLQ assessed the perceptions of leadership styles by employees whiles the SERVQUAL explored the dimensions and quality of service to customers. The findings confirmed earlier studies that customer satisfaction is different from service quality. Customer Satisfaction is just a precursor to service quality. The study should help organizations go beyond customer satisfaction and focus more on service quality for customer loyalty and retention
