The impact of leadership styles on project success: Case of a telecommunications company

Abstract

Challenges within the customer service industry make leadership styles a key factor in the success of customer service project delivery. This research provides an 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 factors that contribute to successful project delivery effectiveness within a telecommunication customer service environment. A conceptual research model is formulated and is followed by a quantitative research process and analysis. The results of the study identified that employees had a neutral perception to leadership styles however; different leadership styles are important to themselves and the organisation.