Service Leadership

Service Leadership
Author: Svafa Gronfeldt
Publisher: SAGE Publications
Total Pages: 337
Release: 2005-11-30
Genre: Business & Economics
ISBN: 1452266735

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.

Service Leadership

Service Leadership
Author: Svafa Gronfeldt
Publisher: SAGE
Total Pages: 337
Release: 2005-11-30
Genre: Business & Economics
ISBN: 1452279128

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. Key Features: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectives Relates chapter content to real world challenges faced by corporations Includes a discussion on both quantitative and qualitative methods in a service context Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic Provides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.

Strategy and Leadership as Service

Strategy and Leadership as Service
Author: Sara Daw
Publisher: Taylor & Francis
Total Pages: 324
Release: 2024-05-09
Genre: Business & Economics
ISBN: 1040008267

Strategy and Leadership as Service isn’t just a nice idea; it is a practical, alternative vision of the future of work for senior executives that is starting to gain significant interest and is being adopted by businesses globally. Disrupting and challenging the traditional full-time employment model, the Strategy and Leadership as Service framework provides businesses with access to the complete range of functional, emotional, and collective intelligence at the C-suite level by moving their positions from the “pay-roll” to an “access-role.” Many entrepreneurial and growing businesses don’t need, don’t want, and can’t afford full-time C-suite executives. For larger organisations, it is becoming harder to find the skills and knowledge required to fulfil all the obligations of a functional C-suite with a fixed group of individuals. By moving to the Strategy and Leadership as Service framework, the outcomes are better for all stakeholders: more engagement, access to the right skillsets and mindsets at the right time and in the right quantity to match the changing business agenda, more flexibility for senior leaders, and strengthened risk management. Through presenting a working business model, and real-world case studies throughout, this book provides executives and leaders with a complete understanding of this ground-breaking approach and its key benefits, the theory upon which it is based, its essential ingredients, the mindset change required and, most importantly, how to apply it in practice. The book provides business leaders, C-suite portfolio executives, human resource professionals, strategy consultants, leadership coaches, organisational development consultants, recruiters, professional service firms, academics, and forward-thinking business students with a radical new view of how the access economy can be applied to business strategy and leadership for more sustainable futures.

Leadership, Management, and Adoption Techniques for Digital Service Innovation

Leadership, Management, and Adoption Techniques for Digital Service Innovation
Author: Sandhu, Kamaljeet
Publisher: IGI Global
Total Pages: 342
Release: 2019-12-27
Genre: Business & Economics
ISBN: 1799828018

There are many advantages to incorporating digital services in business, including improved data management, higher transparency, personalized customer service, and cost reduction. Innovation is a key driver to how digital services are formed, developed, delivered, and used by consumers, employees, and employers. The largest differentiator comes from having a digitally empowered workforce. Companies increasingly need digital workers to establish greater digital skills to bear on every activity. Business leaders especially need to steer digital priorities, drive innovation, and develop digital platforms. Leadership, Management, and Adoption Techniques for Digital Service Innovation is an essential reference source that discusses the adoption of digital services in multiple industries and presents digital technologies to address and further advance innovation to drive successful solutions. Featuring research on topics such as cloud computing, digital business, and value creation, this book is ideally designed for managers, leaders, executives, directors, IT consultants, academicians, researchers, industry professionals, students, and practitioners.