Service Leadership

Svafa Gronfeldt - IMG Deloitte
Judith Strother - Florida Institute of Technology, USA

November 2005 | 336 pages | SAGE Publications, Inc

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.

Key Features:

Shares insight from CEO's on how service leaders think, strategize, and apply tools of the trade to achieve their objectives
Relates chapter content to real world challenges faced by corporations
Includes a discussion on both quantitative and qualitative methods in a service context
Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic
Provides an Instructor's Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi

Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.

Meet author Judith Strother! http://www.fit.edu/faculty/profiles/profile.html?value=36

Available Formats

ISBN: 9781412913751	Paperback	Suggested Retail Price: $197.00	Bookstore Price: $157.60
ISBN: 9781452279121	Electronic Version	Suggested Retail Price: $120.00	Bookstore Price: $96.00

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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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Key features

The book is unique because it

Develops a new paradigm – Service Leadership
Establishes an understanding of the importance of a new role for leaders in a service context
Stresses the development of a service leadership culture within the organization
Takes the reader step-by-step through the service management process.
Provides a comprehensive view of the why's and how's of service leadership in today's competitive service environment

Additional points:

Gives a combination of leadership and service theories as well as practical applications of the theories using a wide variety of service-related organizations
Provides practical insights and interviews with CEOs, consultants, and service managers to add value to the practical application of the text
Has a true international focus in its research base as well as the examples used
End of chapter questions, advanced assignments and search-the-web assignments engage the reader in using the methods and tools covered in the text

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Service Leadership
The Quest for Competitive Advantage

Sage College Publishing

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