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Essay / Research Paper Abstract
This 4 page paper looks at the style of leadership seen as Zappo.com, considering the way it emerges and the results of the empowering style of leadership. Zappo is then compared with the less successful leadership at United Airlines and considers what actions may be taken by United Airlines to improve employee performance. The bibliography cites 4 sources.
Page Count:
4 pages (~225 words per page)
File: TS65_TEzappold.doc
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Unformatted sample text from the term paper:
perform their tasks and feel about the company. Companies such as Zappo.com; credited with being one of the top twenty companies for leadership by Business Week, have been able to
motivate their staff and create an engaged workforce that has gone on to provide high levels of customer satisfaction. Other firms, such as United Airlines, named the worst company to
work for in the US by glassdoor.com, have adopted a different leadership approach, which has not yielded the same positive results. There are three main styles of leadership; autocratic,
democratic and laissez-faire. Zappo can be seen as a firm that has a high level of empowerment in the way that employees are allowed to perform their tasks. The leadership
style may be seen in the way that the call center is run and the way this differs from the norms. The usual strategy for managing a call center is
based on the concept of scientific management; employees are given strict instructions on how to deal with calls in order to create the highest level of efficiency, including scripts and
targets to answer a specific number of calls per hour. Zappo.com is different, the employees are not given a script and they are empowered to help the customers. The main
aim is for the call center operatives so solve the customers problems. This aim is the primary task, with employees told to take their time and empowered to perform the
task in their own way (Bartlett, 2011, p19). The result of this is an extremely high level of customer satisfaction; a result that is associated with high levels of employee
engagement (Cook, 2008, p11). The leadership style may be seen as unusual in others way; the sense of community is supported with the computer log on system where one stage
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