An Exploration of Leadership Practices in Scotland’s Contact Centre Industry
(2019)
Thesis
Orozco Vidal, A. An Exploration of Leadership Practices in Scotland’s Contact Centre Industry. (Thesis). Edinburgh Napier University. http://researchrepository.napier.ac.uk/Output/2086464
The aim of this research was to explore the leadership practices implemented in Scotland’s contact centre industry in order to identify the leadership theories adopted in the customer-focused, highly controlled, and standardised environment of contac... Read More about An Exploration of Leadership Practices in Scotland’s Contact Centre Industry.