Leadership styles and personality traits as predictors of employee engagement of selected customer service representatives

2013 ◽  
Author(s):  
Leslee G. Arididon ◽  
Yzabel Louise S. Bueser ◽  
Danielle Denise D. Pau ◽  
Raiza Elaine P. Ramirez ◽  
Krizia Jane V. Soriano ◽  
...  
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Customer Service ◽  
Customer Service Representatives

Customer Service Representatives

2021 ◽  
Vol 120 (3) ◽  
pp. 553-571
Author(s):  
Julian Kevon Glover
Keyword(s):  
Black Women ◽  
Customer Service ◽  
Sex Work ◽  
Transgender Women ◽  
Average Life Expectancy ◽  
Black Feminist ◽  
Affective Labor ◽  
Murder Rate ◽  
Black Bodies ◽  
Customer Service Representatives

This article investigates sex work among Black transgender women in Chicago’s ballroom scene, drawing on ethnographic data to argue that Black transwomen engage in sex work as a practice of self-investment undergirded by an epistemological shift regarding the centrality of affective labor to their work. In so doing, interlocutors reap the benefits of deploying embodied knowledge—the harnessing and transformation of insight derived from lived experiences of racial, gender, and sexual subjection into useful strategies, tactics, and tools—to secure material and human resources necessary for survival. A focus on how Black transwomen live, despite continued physical, spiritual, socioeconomic, political, and cultural annihilation, remains critically important given the myriad indicators (low average life expectancy, low annual income, disproportionally high murder rate, etc.) that expose the world’s indifference to the plight of this community and Black bodies writ large. Further, the author places interlocutors in conversation with Black feminist historians’ and theorists’ discussions of sex work among Black women to expose points of convergence between Black cis- and transgender women. The author also complicates narratives that link sex work to “survival” and subsequently obfuscate explorations of limited and situated agency among Black women that have significant historical precedent.

Key personality traits and career satisfaction of customer service workers

2012 ◽  
Vol 22 (5) ◽  
pp. 517-536 ◽  
Author(s):  
John W. Lounsbury ◽  
Nancy Foster ◽  
Patrick C. Carmody ◽  
Ji Young Kim ◽  
Lucy W. Gibson ◽  
...  
Keyword(s):  
Personality Traits ◽  
Customer Service ◽  
Career Satisfaction ◽  
Service Workers

scholarly journals Leadership Styles and Employee Engagement: A Field Study at a Qatari Public Corporation: الأنماط القيادية وتأثيرها على الانغماس الوظيفي: دراسة ميدانية في مؤسسة عامة قطرية

2021 ◽  
Vol 5 (22) ◽  
pp. 181-164
Author(s):  
Thamer M. Maharmeh Thamer M. Maharmeh
Keyword(s):  
Leadership Styles ◽  
Employee Engagement ◽  
Transactional Leadership ◽  
Online Survey ◽  
Leadership Skills ◽  
Simple Random Sample ◽  
Transformational Leaders ◽  
Public Corporation ◽  
Transactional Leaders ◽  
Transformational And Transactional Leadership

The current study explored the relationship between leadership styles and employee engagement in the case of a Qatari public corporation. Survey research method was used in the research. In order to meet the research objectives, an online survey questionnaire was developed and distributed to a simple random sample of 294 employees. Descriptive and analytical statistical techniques available in SPSS were used to analyze the data of the 125 returned surveys. The results of the current study revealed that: (1) about 75% of the respondents are engaged in their work, (2) employees perceive their supervisors as transformational leaders rather than transactional leaders. Nonetheless, employees perceive their supervisors as neither pure transformational leaders nor pure transactional leaders, (3) there is strong and positive correlation between employee engagement and both transformational and transactional leadership styles. However, the correlation between transactional leadership and employee engagement was stronger than the correlation between transformational leadership and employee engagement. Based on that it is recommended to: (1) encourage supervisors to mix both transformational and transactional leadership styles by considering the situation and the nature of the task assigned to employees, (2) take action to develop leadership skills and behaviors, (3) show recognition for employee contributions and efforts, (4) strengthen the relationships between employees and their supervisors. In conclusion, it is important to develop strategies and practices to enhance employee engagement. One of the key factors in doing so is the development of leadership styles and behaviours.

scholarly journals WOMEN IN LEADERSHIP: GENDER PERSONALITY TRAITS AND SKILLS

2020 ◽  
Vol 10 (1) ◽  
pp. 5-15
Author(s):  
Jaber ABDALLAH ◽  
◽  
Siham JIBAI ◽  
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Leadership Skills ◽  
Current Approach ◽  
Women In Leadership ◽  
Extensive Literature ◽  
Single Gender ◽  
Management Positions ◽  
Positive Results

The relevance of the present paper is the set of assessments and analysis of the existing situation regarding the positioning of women in the structures of power and responsibility. Our current approach is based on the analysis of the women's manager profile and the leadership styles adopted by women. Based on an extensive literature review of the articles, books and the research undertaken to date, the article presents a series of differences that appear between a business woman and a business man. It also includes a characterization of the main obstacles a woman has to overcome in an organization and provides solutions for promoting more women in management positions. By investigating personality traits, we wanted to show that leadership skills are not the focus of a single gender. There is more and more evidence that achieving a gender balance and varied and diverse management teams proportionate to all levels in a hierarchy will automatically produce positive results, which will only bring performances to organizations.

Effects of emerging leadership styles on engagement – a mediation analysis in a military context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Antonia Ruiz Moreno ◽  
María Isabel Roldán Bravo ◽  
Carlos García-Guiu ◽  
Luis M. Lozano ◽  
Natalio Extremera Pacheco ◽  
...  
Keyword(s):  
Servant Leadership ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Leadership Style ◽  
Authentic Leadership ◽  
Proactive Personality ◽  
Military Leaders ◽  
Content Type ◽  
The Military ◽  
The Relationship

PurposeThis paper aims to report the findings of a study examining the relationship between different leadership styles and engagement through the mediating role of proactive personality.Design/methodology/approachServant leadership, paradoxical leadership, authentic leadership, employee engagement and proactive personality were assessed in an empirical study based on a sample of 348 military personnel in Spain. The questionnaire data were analyzed through SEM using EQS and bootstrapping analysis using the PROCESS macro for SPSS.FindingsThe results reveal that servant leadership style in officers partially impacts their cadets' engagement through proactive personality but that authentic and paradoxical leadership styles do not mediate the relationship. The authors also verify a direct relationship between proactive personality and engagement.Practical implicationsThe study implications advance the literature on leadership in emphasizing new leadership styles to increase proactive personality and engagement in the military context. This study verifies the importance of military leaders fostering servant leadership as an antecedent of proactive personality. Finally, the authors show that servant leadership partially impacts engagement through proactive personality.Originality/valueThis study explores the relationship among servant, paradoxical and authentic leadership styles, proactive personality, and engagement – relationships that have not been explored theoretically and tested empirically in the military context.

Ethical Leadership Styles of Future Managers in Central and Eastern European Countries

2015 ◽  
pp. 892-911
Author(s):  
Anna Remišová ◽  
Anna Lašáková
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Empirical Research ◽  
Leadership Style ◽  
Ethical Leadership ◽  
Quantitative Research ◽  
European Countries ◽  
Eastern European ◽  
And Behaviors ◽  
Eastern European Countries

There is a limited understanding what the constituent elements of the ethical leadership are. Although various researchers defined ethical leadership as a specific leadership style, with typical personality traits and behaviors, the precise instantiation of the content of ethical leadership was only seldom investigated. The body of empirical research on ethical leadership is only slowly beginning to build up. Furthermore, the ethical leadership in Central and Eastern European countries (CEE countries) is permanently an under-researched issue. This article focuses on the interdisciplinary perspective in regard to the empirical research of ethical traits and behaviors of leaders and the level of preference of respective leadership attributes. First, selected influential theoretical considerations of the issue of ethical leadership are being discussed. In the application part of this article, particular ethical leadership personality traits and behaviors are being identified through the qualitative-quantitative research lens. Next, four ethical leadership styles within the cluster of five CEE countries, namely Czech Republic, Poland, Romania, Slovakia, and Slovenia are specified. Cross-country variations are a matter of concern, too. In the Slovak – CEE countries comparison significant differences concerning the level of preference of ethical leadership styles are indicated. Impact of various demographic predictors on the level of preference of ethical leadership is researched, too.

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