Empowerment Literature Review
Abstract
The aim of this paper is to assess the impact of effective leadership on customer service. Much research has been completed in the areas of effective leadership, effective management and effective customer service, individually. However, research in the assessment of how effective leadership influences customer satisfaction is difficult to locate. This should be an area well researched as customer satisfaction can be an area of great competitive advantage within most industries.
It has been shown that effective leadership, if influenced throughout the hierarchical chain of an organization, can have a great effect on customer satisfaction. As effective leadership empowers employees to achieve a high level of customer service. This empowerment increases self-efficacy within all aspects of an organization from the quality of the product to the helpfulness of the sales force. These assets; quality and good customer service, are what customers look for in a company and these same assets keep customers returning.
Introduction
Effective management is important to an organization in order to keep the firm on track and functioning. Customers are what make the organization stay in business. Without customers there is no business. Customers can be citizens to a municipality or consumers to a retail store. Good customer service is important to keep the customers coming back and therefore, not doing business with the next closest competitor. Effective management may make a difference in how employees interact with customers.
Research has been done on effective management, effective leadership and even effective customer service. It is even known how employees are affected by leadership and management; how production increases or decreases depending on the type of management and how employees react to different types of managers. However, little research could be found on the effect on customer services from effective leadership.
This paper will review
The aim of this paper is to assess the impact of effective leadership on customer service. Much research has been completed in the areas of effective leadership, effective management and effective customer service, individually. However, research in the assessment of how effective leadership influences customer satisfaction is difficult to locate. This should be an area well researched as customer satisfaction can be an area of great competitive advantage within most industries.
It has been shown that effective leadership, if influenced throughout the hierarchical chain of an organization, can have a great effect on customer satisfaction. As effective leadership empowers employees to achieve a high level of customer service. This empowerment increases self-efficacy within all aspects of an organization from the quality of the product to the helpfulness of the sales force. These assets; quality and good customer service, are what customers look for in a company and these same assets keep customers returning.
Introduction
Effective management is important to an organization in order to keep the firm on track and functioning. Customers are what make the organization stay in business. Without customers there is no business. Customers can be citizens to a municipality or consumers to a retail store. Good customer service is important to keep the customers coming back and therefore, not doing business with the next closest competitor. Effective management may make a difference in how employees interact with customers.
Research has been done on effective management, effective leadership and even effective customer service. It is even known how employees are affected by leadership and management; how production increases or decreases depending on the type of management and how employees react to different types of managers. However, little research could be found on the effect on customer services from effective leadership.
This paper will review
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