| dc.description.abstract | This study examines how leaders in customer service can effectively influence their
employees with limited resources. Using a mixed-methods approach, including surveys
and interviews, the research investigates the non-financial factors that impact employee
motivation and engagement in customer service and the leadership practices that facilitate
this process. Data was collected through an online survey and analyzed in the statistical
program SPSS.
The findings suggest that creating a positive work environment is crucial for leaders, as
it was identified as the most important non-financial factor for customer service agents.
Additionally, regular feedback, open communication, and tailored feedback strategies was
found to be important aspects of effective leadership. The study highlights the significance
of effective communication, self-awareness, influence, and learning agility in leadership.
Leaders who exhibit these skills are more likely to impact their employees’ motivation
and engagement positively. The study concludes that leaders should prioritize creating a
supportive work environment, providing regular feedback, and setting appropriate goals
to influence their employees with limited resources. | |
