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Leadership styles and cultural expressions in Call centres - a comparision of Call centre in Scandinavia and Call centre in Europe
2000 (English)Independent thesis Basic level (degree of Bachelor)Student thesis
Abstract [en]

Call centres are a new phenomenon that has evolved with the paradigm shift from transactional marketing to relationship marketing and that has received a great deal of attention lately. This line of business is rapidly expanding and own research within the call centres is not emphasised. Our study aims to give a profound level of understanding considering leadership style and cultural expressions in these call centres. Our study ascertains the leadership styles and the change of these, related to the shift of the marketing paradigms, in our study objects. Our study object are two call centres: call centre in Scandinavia and call centre in Europe. In addition, it also deals with cultural expressions and their influence on bringing the company together. We concentrate on symbols as representative for cultural implications. The study has three purposes: 1. The initial purpose: to see how the leadership style has evolved as an effect of the shift from transaction marketing to relationship marketing. 2. The main purpose: to outline and compare the leadership style of Call centre in Scandinavia and of Call centre in Europe. 3. The underlying purpose: is to show how cultural expressions can function as a binding factor in the organisation.. The study is based on a qualitative approach. The empirical facts are collected from seven personal semi-structured interviews with leaders in both call centres. The received empirical data are later connected to our theoretical frame of reference in order to be analysed. Firstly, we have concluded that both call centres are represented by a modern leadership style, which is extensively relationship based. Furthermore the leadership styles are similar in both companies. Lastly, we have found that cultural expressions play an important role in the aspiration of creating a meaningful entirety of the organisation.

Place, publisher, year, edition, pages
2000. , 32 p.
Identifiers
URN: urn:nbn:se:kau:diva-51734Local ID: FEK C-85OAI: oai:DiVA.org:kau-51734DiVA: diva2:1100227
Subject / course
Business Administration
Available from: 2017-05-29 Created: 2017-05-29

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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Output format
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  • text
  • asciidoc
  • rtf