Leadership and Its Role in Developing a Positive Service Quality Culture in Organizations

Abstract

This research explored the role leadership has on positive service quality culture implementation. Positive service quality is explained as being a concept explaining consistent and continuous delivery of good quality service to customers leading to customer satisfaction. On the other hand, organizational culture is considered to be the beliefs and common practices binding organizational members. The study utilized a desk top approach and reviewed a series of articles on leadership, service quality and organization culture. It was established that leaders are at the core of cultural change or implementation. If positive service quality is to be consistently delivered, then a culture of positive service quality must be implemented, and leaders need to oversee this with commitment and right leadership approaches. The findings established that there is need for leaders to show commitment through resource allocation towards positive service quality attainment and to fully participate in the service quality cultural shift. Additionally, the study established that using the right leadership approach will ensure this is a success and finally leaders ensuring their employees are rightly equipped for this change is key for this shift to be successful.