Leadership, Engagement, and Customer Satisfaction

Concept Paper

School of Advanced Studies, University of Phoenix

Leadership, Engagement, and Customer Satisfaction: A Concept Paper

Competition among companies in the modern business climate is ever increasing (Park, Lee, Turner, & Kilbourne, 2011). Consumers are more discerning (Karakaya & Barnes, 2010). Technology is changing rapidly enabling consumer information. Consumer empowerment through access to information allows the consumer to act on their behalf. To survive and flourish, a company must distinguish itself from its competitors. The service experience is a critical part of differentiation (Foon, 2009). Providing excellent service requires engaged and empowered employees (Olunifesi & Bontis, 2012). Leadership plays...