Service Leadership

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Svafa Gronfeldt - IMG Deloitte
Judith Strother - Florida Institute of Technology, USA

Other Titles in:
Leadership | Marketing (General) | Services Management

December 2005 | 336 pages | SAGE Publications, Inc

Providing a solid focus on strategy throughout the text, this book introduces and operationalizes a new concept - service leadership. The authors provide discussions of methods associated with the identification and tracking of customer needs in a strategic and design process context. The book integrates the use of applications and measurements and incorporates extensive cases and interviews from executives at large multinational corporations, representing various countries and cultures.

Foreword

Acknowledgments

Interview: The Power of Leadership

Chapter 1 Introduction

Part I Strategizing the Promise

Interview The Power of the Strategist

Chapter 2 Looking Back on Service

Chapter 3 Leading the Service Wave

Chapter 4 Formulating Strategic Promises

Part II Designing the Process

Interview The Power of the Transformer

Chapter 5 Developing the Service Strategy

Chapter 6 Designing the Service Process

Chapter 7 Strategizing for Service Recovery

Chapter 8 Designing Service Metrics

Part III Engaging the Providers

Interview The Power of the providers

Chapter 9 Activating customer orientation

Chapter 10 Managing service organizations

Chapter 11 Implementing HR Policies for Service Organizations

Chapter 12 Building and maintaining an effective service leadership culture

Index

About the Authors

"Service Leadership moves beyond the theoretical and demonstrates how Actavis and other companies achieve and sustain their competitive advantage through service leadership . . . What makes this book so valuable is the variety of formats from which the reader can choose. The key points, summaries, examples from many companies, and words of wisdom from leaders as diverse as Benjamin Distaeli and Beverly Sills empower readers to develop the strategies that will make them leaders in the competitive marketplaces in which they work and serve."

Judith E. Shenouda

Owner, Shenouda Associates Inc.

This book is very simple to read and understand main things about how to make service excellent. I gave them practical examples as case studies and practical task as classworks or exam questions. Students have done them with pleasure.

Dr Rimante Hopeniene

Business Administration , Kaunas University of Technology

October 9, 2012

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