This case study analyzes the challenges faced by Microsoft, focusing on increased customer complaints stemming from a lack of employee motivation and ineffective leadership. The study identifies the problem as rooted in autocratic leadership, where leaders fail to involve employees in decision-making, leading to decreased job satisfaction and poor customer service. The analysis explores leadership models, specifically contrasting autocratic and democratic styles, emphasizing how democratic leadership can foster employee engagement and improve service quality. It also delves into the significance of motivation, highlighting its impact on employee commitment and productivity. The study suggests that by adopting democratic leadership and implementing motivational strategies, Microsoft can improve employee satisfaction, enhance customer service, and boost overall organizational performance. The case study references various academic sources to support its findings and recommendations.
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