The Effectiveness of Leadership Style and Employee Skills Development on Customer Satisfaction and Brand Loyalty, Case Study: Emirates Airlines
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Date
2023-04
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Publisher
The British University in Dubai (BUiD)
Abstract
The research is aimed at detailing and understanding the effectiveness of the leadership style and employee’s skills development in Emirates Airlines company and seeks to understand the connection between it, customer satisfaction and brand loyalty. This research study has considered analysing the factors that are influencing customers satisfaction and includes a detailed literature review section, in which different concepts regarding employee’s skills development and leadership styles have been provided. In the methodology section, the methods that have been used in the research study for collecting and analysing the collected information have been analysed to determine the ways the research study has been carried out to ensure reliability of the findings. In the findings and discussion section, the reasons behind the customer satisfaction with the organisation have been analysed for gaining a clear understanding of the strategies to be adopted to gain their brand loyalty, while continuing with innovation to manage competitive advantage of the organisation.
The findings represent that the customers are more satisfied when the employees are well trained and highly qualified in providing a high-quality service. In addition, to the positive effect on their loyalty to the brand of Emirates airlines
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Keywords
The Effectiveness of Leadership Style and Employee Skills Development on Customer Satisfaction and Brand Loyalty, Case Study: Emirates Airlines, leadership style, employee skills, customer satisfaction, brand loyalty, Emirates airlines, corporate excellence, competitive advantages, Total Quality Management (TQM), service quality