Service Leadership PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Service Leadership PDF full book. Access full book title Service Leadership by Daniel T. K. Shek, Ph.d.. Download full books in PDF and EPUB format.
Author: Daniel T. K. Shek, Ph.d.
Publisher:
ISBN: 9781536148527
Category :
Languages : en
Pages : 347
Get Book
Book Description
How can leadership in service economies be developed and nurtured? This issue is of the utmost importance, because the mode of production and requirements of the leaders are different in manufacturing and service economies. While the focus in manufacturing industries is on do things right, the focus of services economies is on do the right things. In this book, the authors start out with the Service Leadership Model as well as the ingredients for Service Leadership knowledge, attitude and behaviors (i.e., skills). Second, psychometric properties of three validated measures on Service Leadership knowledge, attitude and behavior are presented. In these chapters, the internal consistency, convergent validity and factorial validity of the measures are presented. Third, the psychosocial correlates and norms associated with these three measures of Service Leadership are presented. Through these chapters, the authors attempt to establish the psychometric properties and norms of the scales assessing Service Leadership knowledge, attitude and behavior. It is their humble wish that the related work and the developed assessment tools can be used in the training, personnel decisions, intervention and research contexts.
Author: Daniel T. K. Shek, Ph.d.
Publisher:
ISBN: 9781536148527
Category :
Languages : en
Pages : 347
Get Book
Book Description
How can leadership in service economies be developed and nurtured? This issue is of the utmost importance, because the mode of production and requirements of the leaders are different in manufacturing and service economies. While the focus in manufacturing industries is on do things right, the focus of services economies is on do the right things. In this book, the authors start out with the Service Leadership Model as well as the ingredients for Service Leadership knowledge, attitude and behaviors (i.e., skills). Second, psychometric properties of three validated measures on Service Leadership knowledge, attitude and behavior are presented. In these chapters, the internal consistency, convergent validity and factorial validity of the measures are presented. Third, the psychosocial correlates and norms associated with these three measures of Service Leadership are presented. Through these chapters, the authors attempt to establish the psychometric properties and norms of the scales assessing Service Leadership knowledge, attitude and behavior. It is their humble wish that the related work and the developed assessment tools can be used in the training, personnel decisions, intervention and research contexts.
Author: John Pepper
Publisher: Yale University Press
ISBN: 030013519X
Category : Business & Economics
Languages : en
Pages : 319
Get Book
Book Description
The fundamental question in business and in personal life is the same: what really matters? In this book, one of America's most widely admired business leaders distills a lifetime of experience, including failures as well as successes, to reveal his answers. John Pepper, president, CEO, and chairman of Proctor & Gamble for a combined 16 years, underscores the importance of continuous change, innovation, and renewal as prerequisites for growth and sound leadership. In "What Really Matters", he suggests that a preparedness to alter perspective, rethink assumptions, or change course is central not only to understanding customer needs and keeping costs under control but also to developing talent, organizing global businesses, and supporting communities. While he discusses specific business tactics, he notes that they all centre on fundamental tenets: listen to and respect the customer, engender personal accountability and passionate ownership, encourage diversity, and create a vibrant, trusting institution that incorporates employees and their families. In his own years as an executive, Pepper has demonstrated that a profitable business can create and sustain a culture that shapes, and is shaped by, ethical behaviour. His profoundly important advice and counsel belong in the lexicon and practice of every leader.
Author: Larry C. Spears
Publisher: John Wiley & Sons
ISBN:
Category : Business & Economics
Languages : en
Pages : 426
Get Book
Book Description
From INSIGHTS ON LEADERSHIP . . . Robert K. Greenleaf from "The Servant as Leader" "The servant-leader is servant first. Becoming a servant-leader begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. . . . The best test is this: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?" Stephen R. Covey from "Servant-Leadership from the Inside Out" "You may be able to buy someone's hand and back, but you cannot buy their heart, mind, and spirit. And in the competitive reality of today's global marketplace, it will be only those organizations whose people not only willingly volunteer their tremendous creative talent, commitment, and loyalty, but whose organizations align their structures, systems, and management style to support the empowerment of their people that will survive and thrive as market leaders." Ken Blanchard from "Servant-Leadership Revisited" "With the traditional pyramid, the boss is always responsible and the staff are supposed to be responsive to the boss. When you turn the pyramid upside down, those roles get reversed. Your people become responsible and the job of management is to be responsive to their people. That creates a very different environment for implementation. If you work for your people, then what is the purpose of being a manager? To help them accomplish their goals. Your job is to help them win." INSIGHTS ON LEADERSHIP CONTRIBUTORS Stephen R. Covey * Larry C. Spears * Robert K. Greenleaf * Ken Blanchard * Elizabeth Jeffries * Joe Batten * Lawrence J. Lad and David Luechauer * Jack Lowe Jr. * Ann McGee-Cooper * Peter Block * Susana Barciela * John J. Gardiner * Richard P. Nielsen * Jill W. Graham * Bill Bottum with Dorothy Lenz * Robert E. Kelley * Judith A. Sturnick * Parker J. Palmer * Diane Cory * Diane Fassel * Thomas A. Bausch * Christine Wicker * James Conley and Fraya Wagner-Marsh * Joseph Jaworski * John P. Schuster * Ken Melrose * John S. Lore * James A. Autry * Irving R. Stubbs * James M. Kouzes * Jeffrey N. McCollum * Margaret J. Wheatley * Don M. Frick "It is one of the great ironies of our age that we created organizations to constrain our problematic human natures, and now the only thing that can save these organizations is a full appreciation of the expansive capacities of us humans." --Margaret J. Wheatley from "What Is Our Work?" Leadership without hierarchy? Organization in a whirlwind of change? Community and shared responsibility in a global village? Soul in a free-enterprise world? Robert Greenleaf's visionary theory of Servant-Leadership continues to engage many of the best minds in and out of business. Greenleaf's prescriptions for employee empowerment and organizational change continue to achieve nothing short of miraculous results in organizations worldwide. As one enthusiastic observer wrote in Fortune magazine, "Once the consensus is forged, watch out: With everybody on board, your so-called implementation proceeds 'wham-bam.'" In this sequel to the critically acclaimed Reflections on Leadership, many of today's most respected business thinkers share their insights into key aspects of Robert Greenleaf's revolutionary thinking. Over the course of 33 essays, a dream team consisting of such luminaries as Stephen Covey, Ken Blanchard, Peter Block, Margaret Wheatley, John Schuster, and James Autry explore how Greenleaf has influenced today's business leaders and discuss a range of leadership principles at the heart of his philosophy, including stewardship, the spirit of the workplace, and the concept of healing leadership. A source of inspiration and instruction, Insights on Leadership is required reading for senior executives, community leaders, and managers in for-profit and nonprofit organizations.
Author: Svafa Gronfeldt
Publisher: SAGE
ISBN: 1452279128
Category : Business & Economics
Languages : en
Pages : 336
Get Book
Book Description
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Author: Chase Sargent
Publisher: Fire Engineering Books
ISBN: 1593703899
Category : Technology & Engineering
Languages : en
Pages : 310
Get Book
Book Description
Professional development and leadership with you in mind A good friend once said about Chase Sargent that he’s “a very intelligent man, but he sure does tick people off sometimes.” Sargent doesn’t disagree. He may have made some people mad, but he wishes he had done it more often to get this point across: “Leadership—in all aspects of life—is sorely lacking.” The second edition of From Buddy to Boss: Effective Fire Service Leadership reinforces the fact that the fire service is screaming for leaders as men and women discover that leadership is important to their existence and success. Being a firefighter can be tiring and frustrating, but it can be rewarding. It’s not only about the job, “but also about raising kids, managing your life, and trying to be a good person, attached to God, country, family, and friends,” says the author. Many leaders today are surrounded by external politics, hidden agendas, fiscal constraints, and manipulative people. Consider these factors when navigating your career. Sargent knows from decades of experience that simply reaching the top of the organizational ladder does not make you a good leader. Before he went into teaching this subject, “It became apparent very quickly that the leadership and human resources training being provided was as scarce as water in a desert and that the fire service was thirsty.” This new second edition includes must-read topics on leadership lessons from the War in Iraq, knowing death in the fire service, and providing leadership in large-scale disasters. This book will change your life.
Author: Daniel W. Wheeler
Publisher: John Wiley & Sons
ISBN: 1118008901
Category : Education
Languages : en
Pages : 208
Get Book
Book Description
SERVANT LEADERSHIP FOR HIGHER EDUCATION "Given the myriad of complex problems facing higher education, it is difficult to imagine that an administrator at any level of the institution could be effective without engaging in servant leadership. Higher education is a service industry and, consequently, this text is a must read for practicing administrators who are committed to effective leadership." –MARY LOU HIGGERSON, Ph.D., vice president for Academic Affairs and dean of the college, Baldwin-Wallace College "Finally a thoughtful book on servant leadership with direct application to higher education. Includes many strategies for developing servant leadership in self, others, and organizations." –DR. GARY L. FILAN, executive director, Chair Academy "With Servant Leadership for Higher Education Dan Wheeler brings the gauzy platitudes sometimes associated with servant leadership down to earth in a set of field-tested principles. I finished the book fantasizing about how much better off our colleges and universities would be if our leaders behaved like this!" –JON WERGIN, professor of educational studies, Ph.D. in Leadership & Change Program, Antioch University "This is a must read for anyone thinking about becoming an academic leader. In the academy, it is not about command and control–it's about serving your colleagues. Dan Wheeler's book 'nails it' as nothing is more critical to leaders than success in serving their colleagues." –WALTER GMELCH, dean and professor, School of Education, University of San Francisco
Author: A. Reza Hoshmand
Publisher: Routledge
ISBN: 100041440X
Category : Business & Economics
Languages : en
Pages : 196
Get Book
Book Description
Service Leadership offers students, researchers, and leaders a leadership model originating in the service economy – but which is gaining ground in all sectors and industries – explained by experts that were key actors in that origination at DHL International. Designed for undergraduates and graduates but also useful for professionals in leadership positions, Hoshmand and Chung structure the book around the 3Cs of leadership in the service economy: Competence, Character, and Care. It shows how the integration of the 3Cs when applied in combination with each other creates an environment of trust within and outside the organization. Most importantly, it allows the reader to understand how a move from the manufacturing mindset (hierarchical decision making) to a service mindset (collective, qualitative, culturally sensitive) creates an ethical habitat and ecosystem that contributes to a firm’s competitiveness and adds value to its brand image. Incorporating elements of leadership literature, philosophy, psychology, sociology, economics, and political science, including cases, and supported by a teaching manual and a full set of slides, this book is ideal core reading for students of service leadership and leadership in the service economy, and valuable to those learning about leadership more broadly.
Author: Daniel T. L. Shek
Publisher:
ISBN: 9781536193893
Category : Leadership
Languages : en
Pages : 0
Get Book
Book Description
"Service leadership is conceived as "satisfying needs by consistently providing quality personal service to everyone one comes into contact with, including one's self, others, groups, communities, systems, and environments." Effective service leadership is determined by three Cs - "Competence," "Character," and "Care." To nurture these important leadership qualities in university students, the "Service Leadership Education Initiative" was launched in eight public universities in Hong Kong. The introduction of this new concept is due to the fact that worldwide economic structure has shifted from manufacturing economies to service economies. The key concepts and propositions in service leadership theory (SLT), such as the strong emphasis on humanity, moral character, caring, and trust, have deep theoretical roots in the existing well-established theories and empirical findings in the social science literature. In addition, these important elements of service leadership have been successfully practiced and proved to exert beneficial influences on personal and organizational success. These findings give support to the validity of the SLT and its further application in education and industry. We earnestly hope that service leaders and organizations can put SLT propositions into practice to achieve success"--
Author: Robert Wray
Publisher: Naval Institute Press
ISBN: 1612512135
Category : History
Languages : en
Pages : 226
Get Book
Book Description
Designed for busy junior officers in the U.S. Navy, Coast Guard, and Merchant Marine, this primer teaches the basics of leadership in five sequential steps. It begins with a useful overview of major leadership studies, followed by an informative summary of the wisdom of 380 senior sea-going officers regarding those leadership attributes required of the junior officer. One chapter includes sea stories from officers of varied backgrounds, each offering a leadership lesson that was learned the hard way. Along with this sage advice from experienced sea-service officers, the book offers a final chapter that helps readers build personalized plans to improve their own leadership skills. Such a practical guide is certain to turn young officers into successful leaders.
Author: Richard Normann
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 216
Get Book
Book Description
Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
