Exploring the Relationship Between Mode of Operation and Performance of Support Teams in Telecommunication Companies

Saafein, Oussama

doi:10.4018/ijcrmm.2014010104

Cited by 2 publications

(2 citation statements)

References 20 publications

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“…A unilateral leadership strategy is critical to organizational success; research delineated characteristics of virtual team leadership include communication, understanding, role clarity, and leadership attitude (Saafein, 2013). Whereas these leadership attributes are important in face-toface environments, it is even more critical to understand and practice these attributes in a virtual leadership role.…”

Section: Leadership In Virtual Workplacesmentioning

confidence: 99%

Impactful Leadership Traits of Virtual Leaders in Higher Education

Alward¹,

Phelps²

2019

OLJ

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Universities are increasingly leveraging virtual teams into their organizational structure and strategic framework for many functions including academic administration and faculty leadership. One benefit of a virtual workforce is the ability to hire the most qualified individuals regardless of where they are physically located. As the virtual workforce expands, leaders may intuitively rely on traditional face-to-face approaches and strategies for employee oversight and motivation. These techniques may be ineffective or challenging to use in the virtual environment necessitating new approaches. Leaders of virtual teams need to understand the intricacies associated with these groups and be cognizant of factors that assist in creating cohesiveness, trust, and communication amongst virtual teams.This qualitative phenomenological study explores leaders' perceptions surrounding competencies needed to effectively lead virtual teams in online education. A decisive sampling method was used to identify 10 experienced academic leaders who supervise virtual teams. As a result of the interviews, seven major themes emerged: (a) training and development; (b) trust; (c) emotional intelligence; (d) communication/team building/technology; (e) employee recognition and motivation; (f) leadership styles; and (g) virtual leadership competencies unique to higher education. Based on these themes and further evaluation, the need for specific soft skills and robust technology emerged. Specifically, organizational success partially hinges on comprehensive training for virtual leaders, the significance of trust, emotional intelligence, and effective, respectful communication.

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Section: Leadership In Virtual Workplacesmentioning

confidence: 99%

Impactful Leadership Traits of Virtual Leaders in Higher Education

Alward¹,

Phelps²

2019

OLJ

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“…For the telecommunications industry, after-sales support is synonymous with maintenance support or technical support (Anjum et al, 2017;Shafei & Tabaa, 2016;Al-Weshah, Al-Manasrah, & Al-Qatawneh, 2019). This technical support provides touch points between the company and its customers and is a critical dimension of service quality in the telecommunications industry (Saafein, 2014). Quick response and a ready-to-serve customer support team is the measure of excellence and service standards (Zhao & di Benedetto, 2013).…”

Section: Dtsmentioning

confidence: 99%

Work from home connection: a cluster analysis based on the Internet service attributes towards subscribers profile

Paulino

Esteban²

2022

DTS

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PurposeThe purpose of the study is to discover clusters or homogenous groups of work-from-home (WFH) Internet subscribers in the Philippines based on the attributes of speed, network quality, customer service, after-sales support, price, contract and value for money. Another objective is to determine if the formed clusters are related to the demographic profile.Design/methodology/approachA total of 275 internet subscribers from Metro Manila were surveyed. K-means cluster analysis using the Hartigan-Wong algorithm was performed on the data to generate the clusters.FindingsResults generated four significant clusters, which were named service value expecters, average expecters, low expecters and high expecters. Most of the subscribers are under the high expecters, followed by the service value expecters. The age and income of the subscribers are the profile that can affect the formulation of clusters in the Internet service industry. Those people in the younger age groups can be seen as more demanding, while older people tend to be content with the Internet service. Counter-intuitively, people with higher income seem to be more easily satisfied with Internet service features, while those people with lower income seem to be more demanding. Educational attainment and the number of household members do not have a direct effect on the formulation of clusters of Internet subscribers.Originality/valueThis is the first study to use cluster analysis in identifying possible segments of WFH Internet subscribers based on Internet service attributes. Its value is the provision of market segments based on which can be the basis for formulating marketing strategies and policies for the telecommunications industry.

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Exploring the Relationship Between Mode of Operation and Performance of Support Teams in Telecommunication Companies

Cited by 2 publications

References 20 publications

Impactful Leadership Traits of Virtual Leaders in Higher Education

Impactful Leadership Traits of Virtual Leaders in Higher Education

Work from home connection: a cluster analysis based on the Internet service attributes towards subscribers profile

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