Collaborative Leadership and Customer-Centricity: The Case of an Insurance Service Provider
DOI:
https://doi.org/10.31580/jpvai.v3i3.1487Keywords:
Collaboration, Leadership, Customer-centricity, Organizational Culture, InsuranceAbstract
Interestingly, the factors which propagate volatility, uncertainty, complexity, and ambiguity (VUCA) challenges globally, seem to be closely associated with collaborative practice and the initiatives they serve. Organisations need to adopt an agile, adaptable, and learning approach if they are to overcome the challenges presented by the VUCA phenomenon. This paper presents a conceptual argument for leadership collaboration for understanding organizational complexity and the associated challenges in an insurance industry environment, and reports on a qualitative study conducted in a large insurance company in South Africa to determine if the leadership is able to create a link between collaboration and customer-centricity.
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