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Discusses the relationship between the distinguishing characteristics of service delivery and the key components of an organizational culture. Argues that in order to provide high quality service delivery it is advantageous to develop a shared set of cultural values focusing on service provider...
Offers some new dimensions to service leadership: a strategic refocusing from traditional services to knowledge‐intensive services, based on intelligence components, information technology and information flows. Highlights three distinct roles for service leadership: thought leader, process...
Presents a summary of theoretical leader behaviours and effects and the empirical findings relevant to a new genre of leadership theory. The new paradigm, emerging over the last decade and a half, focuses on outstanding leaders, variously referred to as charismatic, visionary, inspirational or...
Presents a model used by the Dutch Ministry of Home Affairs for analysing staff tasks. This model provides a productive base for examining and evaluating the added value staff can have for the organization. Using this model, responsibilities and competences can be assigned to line management and...
Discusses the thesis that self‐knowledge is a prerequisite for functioning in a service company (such as insurance) in such a way that the individual is wholly involved, feels a unity and is innovative. This benefits the company. Urges the value of reviewing personal performance, of integrating...
Describes five negative business trends of the 1980s: too much lack of social responsibility; one‐man show companies; good‐weather captains; conglomerates; and mistreatment of young and promising personnel. Based on these trends, offers ten leadership lessons for the 1990s: we need more...
Explains what makes a good manager in the words of the managing director of the largest catering firm in The Netherlands and leader in a fast growing market. In 1991 Van Hecke served 250,000 meals a day at 750 different staff restaurants. Since catering is people′s business and management...
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