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Service Leadership
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Service Leadership
The Quest for Competitive Advantage



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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Svafa Gronfeldt

Svafa Grönfeldt is Deputy to the CEO of Actavis Group, one of the world’s largest and fastest growing generic pharmaceutical companies.  Her major role is to streamline strategy and structural design with the purpose of facilitating growth and adaptability of the company and its subsidiaries through out the world. She received her Ph.D. in Industrial Relations from the London School of Economics and Political Science, where her major focus was on service orientation and management. For the past 9 years, she has also been a member of the faculty of economics and business administration at the University of Iceland. Currently her work... More About Author

Judith Strother

Dr. Judith Strother is Chair of the Graduate Program in Communication at Florida Institute of Technology and teaches a wide variety of business communication courses there. She earned her Ph.D. at Eindhoven University of Technology (The Netherlands), regularly lectures in Europe, and has consulted with business interests in Europe and the United States. Dr. Strother is also Vice President of ViLLA, an online language training corporation, whose primary markets are Asia, South America, and Europe. In that capacity, in addition to overseeing all the content development of the training programs, she has been responsible for developing... More About Author

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