Servant Leadership and its Influence on Frontline Bank Employee Motivation in Pennsylvania or Ohio

Servant Leadership and its Influence on Frontline Bank Employee Motivation in Pennsylvania or Ohio

Author: 
Tracey Kolding
Program of study: 
D.M.
Abstract: 
The purpose of this qualitative exploratory case study was to compare how leadership in banks influences frontline bank employee motivation to participate willingly in the work environment when a servant leadership model is practiced versus when a command and control model is practiced in Pennsylvania or Ohio. A qualitative exploratory case study design was selected to gain an understanding, and then inform leadership in banks about how frontline bank employee motivation to participate willingly in the working environment differs when a servant leadership model is practiced versus when a command and control model leadership is practiced. Fifteen frontline employees whose bank practiced a servant leadership model and 12 frontline employees whose bank practiced a command and control model of leadership participated in guided semistructured audio-recorded telephone interviews. Miles and Huberman (1994) cross-case analysis was conducted to code, interpret, and verify the collected data. Nine themes emerged from the collected data that identified how visioning, trust, modeling, empowerment, and mentoring differ when management in banks influence frontline employee motivation to participate willingly in the working environment. The results for this case found that the frontline bank employees, where a servant leadership model was practiced, were more motivated to participate willingly in the working environment than frontline bank employees where a command and control leadership model was practiced in Pennsylvania or Ohio. The overall implications find that if leadership in banks wants motivated, committed, and satisfied frontline employees, they should practice the motivational components of a servant leadership model.
Dedication: 
I humbly dedicate this dissertation first to God. God is always on my side, makes my fears disappear, and provides me with the resources that ensure any dream can become reality. I would like to dedicate this dissertation to my children, Kaden Kolding and Kelly Kolding my sons, and Kalsi Kolding my daughter all of whom are incredibly supportive and patient. Without their support, encouragement, patience, and heartfelt words this journey would not have been possible. I would like to dedicate this dissertation to my grandmother, Virginia Cheney, who undoubtedly was a servant-leader and influenced who I am today. The customs, traditions, family values and beliefsystem, and great words of wisdom this unforgettable individual passed along remain priceless to me in my life. To everyone and anyone who has a learning disability, remember that any dream can become a reality when we believe in ourselves.
Acknowledgements: 
The doctoral journey would not have been possible without the inspiration and dedication of my mentors and family members. Dr. William Hettinger, my committee chair, I thank you so very much for your patience, understanding, knowledge, perseverance, and willingness to take on my many challenges throughout this very long journey. I really appreciate you listening and gaining an understanding of every obstacle that presented a challenge along the way. You have undoubtedly challenged and supported me. Dr. Glaid, you stepped in at just the right moment, you set the right example of how the University of Phoenix family sticks together and passes down the knowledge from the past, while embarking on the future as a must need in the learning and development of leaders. I am so honored to have one of the very first Doctor of Management in Organizational Leadership graduates participate on my dream team. Dr. Olanrewaju, thank you for support, encouragement, patience, and setting an example of a leader who always keeps his promises, I am so very grateful for your contributions. Linda Cheney, you are undoubtedly a gift from God, you gave me hope and inspiration when I thought I could not undertake this difficult challenge, words alone could never thank you enough. Robert Cheney and Anne Tallarico, thank you for standing by me, listening to my many challenges and being my voices of reason when I was at my whit ends and ready to give up, for that I am so very thankful. A very special thank you to Dr. Lonnie Cheney for being my role model, I have always looked up to you and always will.