A 7 Cs model of effective service leadership
Purpose: The purpose of this paper is to identify attributes and practices that are salient for effectiveness in middle- and senior-level service leadership positions. Design/methodology/approach: Critical incident interviews were conducted with 17 key informants, who were service leaders in various service sectors in Hong Kong, and with ten stakeholders. Findings: Grounded theory analysis generated a 7 Cs model with seven categories of service leadership attributes and practices: character, choreography, care, creativity, charisma, collaborating and competence self-improvement, and 24 constituent concepts. There was concordance between pairs of key informants and stakeholders. Research limitations/implications: Further research could investigate the impact on frontline service leaders’ performance if one or more of the 7 Cs are perceived to be absent or deficient among leaders at more senior levels, and whether there are acceptable substitutes for particular Cs. Practical implications: The 7 Cs model identifies service leadership attributes and practices across diverse sectors. Originality/value: The 7 Cs model provides a map for orienting the developmental preparation of individuals, who are aspiring to become middle- and senior-level leaders in economies that have become highly dependent on service.
Year of publication: |
2018
|
---|---|
Authors: | Zou, Tracy X.P. ; Snell, Robin S. ; Y.L. Chan, Maureen ; Wong, Amy L.Y. |
Published in: |
Leadership & Organization Development Journal. - Emerald, ISSN 0143-7739, ZDB-ID 2021219-7. - Vol. 39.2018, 6 (06.08.), p. 745-761
|
Publisher: |
Emerald |
Saved in:
Online Resource
Saved in favorites
Similar items by person
-
Development of a research tool for the elicitation of consumer response
Zou, Tracy X.P., (2007)
-
Executive development in China: is there any in a Western sense?
Wong, Amy L.Y., (2002)
-
Power inequality in cross-cultural learning: the case of Japanese transplants in China
Hong, Jacky F. L., (2008)
- More ...