Introduction. Top management which directs and controls the overall activity of the organization, in general, is responsible for planning and interpreting of the purpose of the organization for determining, its business strategy and its main policies.
Aim of the study. This paper aims to highlight that one of the main problems facing commercial establishments offering commercial services is to find a way to differentiate the offer keeping in mind deal that these units dealing with services and whose main characteristic is intangibility. One of the ways standing out the offer is to make ensure that there are good quality services. This can not be obtained without the services of a highly motivated staff who understands the importance of their work in the smooth running of the enterprise.
Keywords: Top management, nominal scale, Likert’s scale, semantics scale, styles of leadership: authoritarian, participatory, autonomous, and indefinite.
JEL Classification: D23, M12, M51.