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Service Leadership
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Service Leadership
The Quest for Competitive Advantage



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 

 
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
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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