Leadership Characteristics And Employee Morale Among Generation X And Millennials In The Selected Bpo Companies In Quezon City/ Accenture, Alorica, And Concetrix: Kristine Cielo M. Dollente, John Mark M. Garcia, Michaela B. Mora, Rosa Cecilia G. Ofiana, Erica G. Rico and Gyann Ross A. Valdepeña.--

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Dollente, Kristine Cielo M [author]

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TextPublication details: Technological University Of The Philippines, Manila. 2025Description: x, 127 pages. 29 cmContent type:

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BTH HD 28 D65 2025

Dissertation note: College of Liberal Arts.-- Bachelor Of Science In Business Administration Major In Industrial Management: Technological University Of The Philippines, Manila. 2025 Summary: Leadership plays a crucial role in shaping employee morale, especially in the diverse and fast-paced environment of the BPO industry. With the increasing generational diversity in workplaces, understanding the leadership preferences of Generation X and Millennials has become essential. This study explores the relationship between leadership characteristics and employee morale in three BPO companies in Quezon City, Philippines. Data were gathered from 240 respondents, equally representing both generations, through validated Likert-scale surveys to assess leadership preferences and their impact on morale. Results revealed that transformational and democratic leadership styles were the most preferred for their focus on collaboration, innovation, and inclusivity, with Millennials showing a stronger inclination toward flexibility and inclusiveness. Transactional leadership was moderately appreciated for its structured recognition of performance, while bureaucratic leadership was the least favored due to its rigidity, which negatively impacted morale. The study highlights that aligning leadership styles with generational preferences significantly enhances employee morale. Organizations are encouraged to adopt flexible leadership strategies that balance structure with adaptability, emphasize inclusivity, and foster transformational and democratic approaches. By addressing generational differences, businesses can bridge gaps, improve employee satisfaction, and boost productivity in the BPO sector. Keywords: Leadership Characteristics, Employee Morale, Generation X, Millennials, BPO Companies

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Item type	Current library	Shelving location	Call number	Copy number	Status	Date due	Barcode
Bachelor's Thesis CLA	TUP Manila Library	Thesis Section-2nd floor	BTH HD 28 D65 2025 (Browse shelf(Opens below))	c.1.	Not for loan		BTH0005859

Bachelor's thesis

College of Liberal Arts.-- Bachelor Of Science In Business Administration Major In Industrial Management: Technological University Of The Philippines, Manila. 2025

Includes bibliographic references and index.

Leadership plays a crucial role in shaping employee morale, especially in the diverse and
fast-paced environment of the BPO industry. With the increasing generational diversity in
workplaces, understanding the leadership preferences of Generation X and Millennials has
become essential. This study explores the relationship between leadership characteristics
and employee morale in three BPO companies in Quezon City, Philippines. Data were
gathered from 240 respondents, equally representing both generations, through validated
Likert-scale surveys to assess leadership preferences and their impact on morale. Results
revealed that transformational and democratic leadership styles were the most preferred for
their focus on collaboration, innovation, and inclusivity, with Millennials showing a
stronger inclination toward flexibility and inclusiveness. Transactional leadership was
moderately appreciated for its structured recognition of performance, while bureaucratic
leadership was the least favored due to its rigidity, which negatively impacted morale. The
study highlights that aligning leadership styles with generational preferences significantly
enhances employee morale. Organizations are encouraged to adopt flexible leadership
strategies that balance structure with adaptability, emphasize inclusivity, and foster
transformational and democratic approaches. By addressing generational differences,
businesses can bridge gaps, improve employee satisfaction, and boost productivity in the
BPO sector.
Keywords: Leadership Characteristics, Employee Morale, Generation X, Millennials, BPO Companies

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