Purpose – This paper aims to review the leader of the twenty‐first century, the Awakened Leader. Based on information, collected from 11 leadership thinkers and practitioners, literature review, and the author's workplace observations, the article seeks to analyze some of the important...

Purpose – Shows how Stoke City Council has transformed its working culture by training employees to give coaching and therapy sessions to colleagues. Design/methodology/approach – Examines the reasons for the program, the form it takes and the results it is achieving. Findings – Explains...

Purpose The purpose of this paper is to analyze a contract-based relationship for value co-creation and gain-sharing between two companies for the purpose of industrial maintenance services. After five years of good results for both parties, the relationship was terminated, thus raising...

Describes an empirical study of 15 business processes in three organizations. Business process data were collected in the context of action research projects where the researcher was involved in organizational development activities. Suggests that business processes tend to cut across different...

Purpose – The purpose of this article is to illustrate the management policies behind the success of Swiss product‐manufacturing companies in international competition. Design/methodology/approach – The study included a few multinational corporations as well as a large number of “hidden...

This paper follows recent research about the importance, the variety and the development of innovation in the service industries. We study the innovations which have appeared in the fast growing activity of mobile telecommunication services in France. These innovations have essentially been...

Service‐marketing literature has traditionally built upon the combination of low technology and high interaction between service providers and customers in service delivery. However, many service organisations have started to utilise high‐tech in their operations. More specifically, they are...

Looks at the author's research among several companies in Sweden and Finland with regard to market‐orientation of service as against physical goods. Found the main difference between them was the difficulty of developing a concrete, tangible service offering. Points out that many experts...

Purpose – Explains they key role played by human resource management in the success of T‐Systems, a company delivering made‐to‐measure information and communication technology solutions ranging from telecommunications billing to customer‐relationship management and from manufacturing...