Open Access

Employee Development and Leadership Perception in the Polish Service Delivery Centres


Cite

[1] ABSL Association of Business Services Leaders, 2017. Business Services Sector in Poland 2017. [online] Available at: http://absl.pl/publications / [Accessed 22 January 2018].Search in Google Scholar

[2] Antal, 2017. Nowy wizerunek korporacji. Wprowadzenie do SSC/BPO (A New Corporate Image. Introduction to SSC / BPO) [online] Available at: https://antal.pl/trendy/artykulyeksperckie/1567-nowy-wizerunek-korporacji [Accessed 20 January 2018].Search in Google Scholar

[3] Barling, J., Weber, T., Kelloway, E.K., 1996. Effects of Transformational Leadership Training on Attitudinal and Financial Outcomes: A Field Experiment, Journal of Applied Psychology, 81(6), pp.827-832.10.1037/0021-9010.81.6.827Search in Google Scholar

[4] Barling, J., Christie, A.M., Turner, N., 2008. Pseudo-transformational Leadership: Towards the Development and Test of a Model. Journal of Business Ethics, 81(4), pp.851-861.10.1007/s10551-007-9552-8Search in Google Scholar

[5] Bryant, S.E., 2003. The Role of Transformational and Transactional Leadership in Creating, Sharing and Exploiting Organizational Knowledge. Journal of Leadership and Organizational Studies, 9(4), pp.32-44.10.1177/107179190300900403Search in Google Scholar

[6] Coles, C., 1996. Approaching Professional Development. J. Contin. Educ. Health Prof., 16, pp.152-158.10.1002/chp.4750160305Search in Google Scholar

[7] CCL Centre for Creative Leadership, 2015. The Leadership Gap: How to Fix What Your Organization Lacks [online] Available at: https://www.ccl.org/articles/white-papers/leadership-gapwhat-you-still-need/ [Accessed 12 January 2018].Search in Google Scholar

[8] Cope, J., Kempster, S., Parry, K., 2011. Exploring Distributed Leadership in the Small Business Context. International Journal of Management Reviews, 13(3), pp.270-285.10.1111/j.1468-2370.2011.00307.xSearch in Google Scholar

[9] Deloitte, 2016. Global Outsourcing Survey 2016: Outsourcing Accelerates Forward. [online] Available at: www.deloitte.com [Accessed 22 January 2018].Search in Google Scholar

[10] Deloitte, 2017. Deloitte Global Human Capital Trends 2017 [online] Available at: www.deloitte.com [Accessed 26 January 2018].Search in Google Scholar

[11] Doh, J.P., Bunyaratavej, K., Hahn, E.D., 2009. Separable but not Equal: the Location Determinants of Discrete Services Offshoring Activities. Journal of International Business Studies, 40(6), pp.926-943.10.1057/jibs.2008.89Search in Google Scholar

[12] Dutta, S., Lanvin, B., Wunsch-Vincent, S., 2018. The Global Innovation Index 2017: Innovation Feeding the World [online] Available at: https://www.globalinnovationindex.org [Accessed 26 February 2018].Search in Google Scholar

[13] Etikan, I., Alkassim, R., Abubakar, S., 2016. Comparison of Snowball Sampling and Sequential Sampling Technique. Biometrics & Biostatistics International Journal, 3(1), pp.1-2.10.15406/bbij.2016.03.00055Search in Google Scholar

[14] Eurostudent, 2017. Rozwój w Shared Service Centers i Business Process Outsourcing (Development in Shared Service Centers and Business Process Outsourcing) [online] Available at: https://www.eurostudent.pl/rozwoj-w-sharedservice-centers-i-business-process-outsourcing/ [Accessed 27 January 2018].Search in Google Scholar

[15] Field, A., 2013. Discovering Statistics Using IBM SPSS Statistics. Sage Publications, London, the UK.Search in Google Scholar

[16] Ford, M., Heinen, B., Langkamer, K.L., 2007. Work and family satisfaction and conflict: A meta- analysis of crossdomain relations. Journal of Applied Psychology, 92(1), pp.57-80.10.1037/0021-9010.92.1.5717227151Search in Google Scholar

[17] Gill, R., 2006. Theory and Practice of Leadership. London: Sage.Search in Google Scholar

[18] Grojean, M.W., Resick, C.J., Dickson, M.W., Smith, D.B., 2004. Leaders, Values, and Organizational Climate: Examining Leadership Strategies for Establishing an Organizational Climate Regarding Ethics. Journal of Business Ethics, 55(3), pp.223-241.10.1007/s10551-004-1275-5Search in Google Scholar

[19] Ghazzawi, I., 2010. Gender Role in Job Satisfaction: the Case of the U.S. Information Technology Professionals. Journal of Organizational Culture, Communications & Conflict, 14(2), pp.1-34.Search in Google Scholar

[20] Goldstein, S.M., 2003. Employee Development: An Examination of Service Strategy in a High Contact Service Environment. Production and Operations Management, 12(2), pp.186-203.10.1111/j.1937-5956.2003.tb00500.xSearch in Google Scholar

[21] Hallowell, R.L., Schlesinger, A., 2000. The Service Profit Chain: Intellectual Roots, Current Realities, And Future Prospects. In Handbook of Services Marketing and Management, (eds: Swartz, T.A. and Iacobucci D.) Sagepublications, Thousand Oaks, California.Search in Google Scholar

[22] Hardy, J., 2007. The New Competition and the New Economy: Poland in the International Division of Labour. Europe-Asia Studies, 59(5), pp.761-777.10.1080/09668130701377359Search in Google Scholar

[23] Harvard Business Review, 2014. There Is No Shortage of Leaders [online] Available at: https://hbr.org/2014/12/there-is-no-shortage-ofleaders [Accessed 27 January 2018].Search in Google Scholar

[24] Herath, T., Kishore, R., 2009. Offshore Outsourcing: Risks, Challenges, and Potential Solutions. Information Systems Management, 26(4), pp.312-326.10.1080/10580530903245549Search in Google Scholar

[25] Hoyt, M.A., Kennedy, C.L., 2008. Leadership and Adolescent Girls: A Qualitative Study of Leadership Development. American Journal of Community Psychology, 42(3-4), pp.203-219.10.1007/s10464-008-9206-818931906Search in Google Scholar

[26] Jürgens, U., Krzywdzinski, M., 2009. Changing East-West Division of Labour in the European Automotive Industry. European Urban and Regional Studies, 16(1), pp.27-42.10.1177/0969776408098931Search in Google Scholar

[27] Kearney, A.T., 2017. The Widening Impact of Automation [online] Available at: https://www.atkearney.com/ [Accessed 27 January 2018].Search in Google Scholar

[28] Kedia, B.L., Mukherjee, D., 2009. Understanding Offshoring: A Research Framework Based on Disintegration, Location and Externalization Advantages. Journal of World Business, 44(3), pp.250-261.10.1016/j.jwb.2008.08.005Search in Google Scholar

[29] Kedziora, D., Kraslawski, A., Kärri, T., 2016. Offshored Service Cost Model as a Key Post- Transition Challenge. Journal of International Studies, 9(3), pp.207-218.10.14254/2071-8330.2016/9-3/18Search in Google Scholar

[30] Kedziora, D., Karri, T., Kraslawski, A., Halasa, M., 2017a. Nearshore Service Transfers in the EU: Legal and Economic Issues. Economics and Sociology, 10(1), pp.290-309.10.14254/2071-789X.2017/10-1/21Search in Google Scholar

[31] Kedziora, D., Kraslawski, A., Kärri, T., 2017b. Reengineering of Offshored IT Helpdesk Operational Model for Transitional Optimisation. International Journal of Management and Decision Making, 16(4), pp.375-406.10.1504/IJMDM.2017.086996Search in Google Scholar

[32] Kedziora, D., Klamut, E., Kärri, T., Kraslawski, A., 2017c. Higher Education Offshoring as an Innovative Response to Global Learning Challenges. International Journal of Management, Knowledge and Learning, 6(2), pp.239-260.Search in Google Scholar

[33] Kelloway, E.K., Barling, J., 2000. Knowledge Work as Organizational Behavior. International Journal of Management Reviews, 2(3), 287-304.10.1111/1468-2370.00042Search in Google Scholar

[34] Kiewlicz, R., 2018. Doktór: Rozwój centrów BPO i SSC będzie trwał (Doctor: The Development of BPO and SSC Centers Will Continue) [online] Available at: https://biznes.trojmiasto.pl/Doktor-Rozwoju-centrow-BPO-i-SSC-nadalbedzie-trwal-n120269.html [Accessed 26 January 2018].Search in Google Scholar

[35] Kowal, J., Roztocki, N., 2015a. Job Satisfaction of IT Professionals in Poland: Does Business Competence Matter? Journal of Business Economics and Management, 16(5), pp.995-1012.10.3846/16111699.2014.924988Search in Google Scholar

[36] Kowal, J., Roztocki, N., 2015b. Do Organizational Ethics Improve IT Job Satisfaction in the Visegrád Group Countries? Insights from Poland, Journal of Global Information Technology Management, 18 (2), pp.127-145.10.1080/1097198X.2015.1052687Search in Google Scholar

[37] Kowal, J., Roztocki, N, 2016. Gender and Job Satisfaction of Information Technology Professionals in Poland. 49th Hawaii International Conference on System Sciences (HICSS), pp.3625-3634.10.1109/HICSS.2016.453Search in Google Scholar

[38] Kułakowska, A., Piątkowski, Z., Żebrowski, W., 2012. Barriers for Empowerment in Organisations on the Basis of Surveys. Foundations of Management, 2(1), pp.41-54.10.2478/v10238-012-0020-0Search in Google Scholar

[39] Kuvaas, B., Dysvik, A., 2009. Perceived Investment in Employee Development, Intrinsic Motivation and Work Performance. Human Resource Management Journal, 19(3), pp.217-236.10.1111/j.1748-8583.2009.00103.xSearch in Google Scholar

[40] Lee, C.H., Bruvold, N.T., 2003. Creating Value for Employees: Investment in Training and Education. International Journal of Human Resource Management, 14(6), pp.981-1000.10.1080/0958519032000106173Search in Google Scholar

[41] Liebowitz, J., ed., 2012. Knowledge Management Handbook. Collaboration and Social Net working, CRC Press, Taylor and Francis Group, London, New York.Search in Google Scholar

[42] Ospina, S.M., 2017. Collective Leadership and Context in Public Administration: Bridging Public Leadership Research and Leadership Studies. Public Administrateion Review, 77(2), pp.275-287.10.1111/puar.12706Search in Google Scholar

[43] Paliszkiewicz J., 2007. Knowledge Management: An Integrative View and Empirical Examination. Cybernetics and Systems, 38(8), pp.825-836.10.1080/01969720701601148Search in Google Scholar

[44] Paliszkiewicz, J., Gołuchowski, J., Koohang, A., 2015. Leadership, Trust, and Knowledge Management in Relation to Organizational Performance: Developing an Instrument. Online Journal of Applied Knowledge Management, 3(2), pp.19-35.Search in Google Scholar

[45] Pearce, C.L., Manz, C.C., Sims, H.P., Jr., 2009. Where do We Go from Here? Is Shared Leadership the Key to Team Success? Organizational Dynamics, 38(3), pp.234-238.10.1016/j.orgdyn.2009.04.008Search in Google Scholar

[46] Pearce, C.L., Conger, J.A., 2003. All Those Years Ago: the Historical Underpinnings of Shared Leadership. In Shared Leadership: Reframing the Hows and Whys of Leadership. (eds: Pearce, C.L. and Conger, J.A.), Sage Publications, Thousand Oaks, California.10.4135/9781452229539Search in Google Scholar

[47] Phillips, D.T., Loy., J.M., 2008. Architecture of Leadership: Preparation Equals Performance. Annapolis, MD: Naval Institute Press.Search in Google Scholar

[48] Phelps, R., Adams, R., Bessant, J., 2007. Life Cycles of Growing Organizations: A Review with Implications for Knowledge and Learning. International Journal of Management Reviews, 9(1), pp.1-30.10.1111/j.1468-2370.2007.00200.xSearch in Google Scholar

[49] PIaFIA Polish Information and Foreign Investment Agency, 2016. Business Services Sector in Poland. Gaining momentum [online] Available at: http://www.paih.gov.pl/publications/sectoral_studies [Accessed 25 January 2018].Search in Google Scholar

[50] Pierce, H.R., Maurer, T.J., 2009. Linking Employee Development Activity, Social Exchange and Organizational Citizenship Behavior. International Journal of Training and Development, 13(3), pp.139-147.10.1111/j.1468-2419.2009.00323.xSearch in Google Scholar

[51] Piotrowicz, W., 2015a. An Interview With Wiktor Doktór, Journal of Global Information Technology Management, 18(2), pp.146-152,10.1080/1097198X.2015.1052688Search in Google Scholar

[52] Piotrowicz, W., 2015b. Information Technology and Systems in the Visegrád Group of Countries (Czech Republic, Hungary, Poland, and Slovakia): A Literature Review, Journal of Global Information Technology Management, 18(2), pp.77-93.10.1080/1097198X.2015.1052684Search in Google Scholar

[53] Pro Progressio, 2016. Rozwoj sektora BPO/SSC w Warszawie (Development of the BPO / SSC Sector in Warsaw) [online] Available at: http://www.proprogressio.pl/pl/fundacja/badania-i-raporty.html [Accessed 11 January 2018].Search in Google Scholar

[54] Pro Progressio, 2018. Annual report 2017 [online] Available at: http://www.proprogressio.pl/pl/fundacja/badania-i-raporty.html [Accessed 11 April 2018].Search in Google Scholar

[55] Roe, R.A., 2014. Using Competences in Employee Development. In: The Wiley Blackwell Handbook of the Psychology of Training, Development, and Performance Improvement (Eds: K. Kraiger, J. Passmore, N.R. Santos and S. Malvezzi), Wiley-Blackwell, Hoboken, New Jersey.10.1002/9781118736982.ch17Search in Google Scholar

[56] Srivastava, A., Bartol, K., Locke, E.A., 2006. Empowering Leadership in Management Teams: Effects on Knowledge Sharing, Efficacy, and Performance. Academy of Management Journal, 49(6), pp.1239-51.10.5465/amj.2006.23478718Search in Google Scholar

[57] Szczepańska, K., Wiśniewska, M., 2013. Human Performance Improvement in the Health Care Organizations. Results of Empirical Study in Poland. Foundations of Management, 4(2), pp.97-108.10.2478/fman-2013-0013Search in Google Scholar

[58] Ungemah , J., 2015. Employee Development. In: Misplaced Talent, J. Ungemah (ed.).10.1002/9781119157496Search in Google Scholar

[59] Tabvuma, V., Georgellis, Y., Lange, T., 2015. Orientation Training and Job Satisfaction: A Sector and Gender Analysis. Human Resource Management, 54(2), pp.303-321.10.1002/hrm.21650Search in Google Scholar

[60] Tholons, 2017. Tholons Services Globalization Index ™ 2017. [online] Available at: http://www.tholons.com/TholonsTop100/ [Accessed 21 January 2018].Search in Google Scholar

[61] Tranfield, D.R., Denyer, D., Smart, P., 2003. Towards a Methodology for Developing Evidence- Informed Management Knowledge by Means of Systematic Review. British Journal of Management, 14(3), pp.207-222.10.1111/1467-8551.00375Search in Google Scholar

[62] Weaver, K.F., Morales, V., Dunn, S.L., Godde, K., Weaver, P.F., 2017. Basics in SPSS. In: An Introduction to Statistical Analysis in Research (eds: K.F. Weaver, V. Morales, S.L. Dunn, K. Godde and P.F. Weaver). John Wiley & Sons, Hoboken, New Jersey.10.1002/9781119454205Search in Google Scholar

[63] WEF World Economic Forum, 2014. Survey on the Global Agenda 2014. [online] Available at: http://reports.weforum.org/ [Accessed 5 January 2018].Search in Google Scholar

[64] von Krogh, G., Nonaka, I., Rechsteiner, L., 2012. Leadership in Organizational Knowledge Creation: A Review and Framework. Journal of Management Studies, 49(1), pp.240-277.10.1111/j.1467-6486.2010.00978.xSearch in Google Scholar

[65] Żebrowski, W., Piątkowski, Z., Kułakowska, A., Piątkowski, A., 2014. The Influence of the Management (Motivational) Function on the Implementation of New Concepts of Management in Business Practices. Foundations of Management, 6(1), pp.71-78.10.1515/fman-2015-0005Search in Google Scholar