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Travel & Tourism business is known for its potential and peculiarities. This industry is very much dependent on a range of factors like economic, socio-cultural and environmental. The behavioural aspect holds key to the overall character of the organisation. Clouds Tours and Travel is a group of companies having six tour agencies, serving customers in different segments. In this type of business, customer loyalty is very important as the existing customers serve as the brand ambassadors for the company and its services. The role of leadership therefore becomes very crucial in devising strategies for the achievement of developmental goals of the company. Leadership is something which allows an individual or an organization to lead. Leadership qualities are not just an asset for the individual, but it also helps other members of the organisation or the team. If the manager is found to adopt an aggressive and autocratic approach, as in case of the Clouds Tours and Travel, the company is bound to suffer in terms of a congenial working environment.
Underlining the key differences in these two components Hodgson (1987) states that ‘Management is about doing things right, whereas leadership is about doing the right things’. Three main styles of management are defined as1;
Autocratic: Managers with this style prefer to have their way and they are least bothered about the suggestions of others around. Managers in Clouds Tours and Travel seem to believe in this type of management only, which is resulting in lot disgruntlement amongst the subordinates.
Democratic: Managers with such style of management prefer to take the final decision after due consultation with others around. Their main line of action is to create some sort of unanimity in the final decision.
It needs to be emphasised here that an effective manager is the one who holds a balanced mix of these three types of qualities. A number of
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