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...

Purpose: The purpose of this paper is to investigate Peter Senge’s ideas from the perspective of the spiritual ideal of harmony/He (和). Design/methodology/approach: Following a literature review of the conceptualization of Senge’s fifth discipline and harmony, an appreciative case study...