The impact of leadership styles on project success within the customer service division of a South African mobile telecommunication company

Abstract

Challenges within the customer service industry make leadership styles a key factor in the success of customer service project delivery. This research dissertation provides a comprehensive overview of information and knowledge within a corporate environment with an underlying theme of defining leadership styles within the customer service projects environment to ensure successful project delivery. This research aims to investigate the perception of leadership styles required and the factors that contribute to successful project delivery effectiveness within a telecommunication customer service environment. The literature around leadership styles and its key themes are studied. A conceptual research model is formulated and is followed a quantitative research process and analysis. The results of the study identified that while employees had a neutral perception to leadership styles within their organisation; respondents strongly agreed that different leadership styles are important to themselves and the organisation as a whole.