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Article: A 7 Cs model of effective service leadership

TitleA 7 Cs model of effective service leadership
Authors
Issue Date2018
PublisherEmerald Group Publishing Limited. The Journal's web site is located at http://www.emeraldinsight.com/lodj.htm
Citation
Leadership and Organization Development Journal, 2018, v. 39 n. 6, p. 745-761 How to Cite?
AbstractPurpose 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 various service sectors in Hong Kong, and with ten stakeholders. Findings Grounded theory analysis generated a 7 Cs model with seven categories of service leadership attributes and practices: character, choreography, care, creativity, charisma, collaborating and competence self-improvement, and 24 constituent concepts. There was concordance between pairs of key informants and stakeholders. Research limitations/implications Further research could investigate the impact on frontline service leaders’ performance if one or more of the 7 Cs are perceived to be absent or deficient among leaders at more senior levels, and whether there are acceptable substitutes for particular Cs. Practical implications The 7 Cs model identifies service leadership attributes and practices across diverse sectors. Originality/value The 7 Cs model provides a map for orienting the developmental preparation of individuals, who are aspiring to become middle- and senior-level leaders in economies that have become highly dependent on service.
Persistent Identifierhttp://hdl.handle.net/10722/256505
ISSN
2017 Impact Factor: 1.067
2015 SCImago Journal Rankings: 0.307
ISI Accession Number ID

 

DC FieldValueLanguage
dc.contributor.authorZou, XT-
dc.contributor.authorSnell, R.S.-
dc.contributor.authorChan, M.Y.L.-
dc.contributor.authorWong, A.L.Y.-
dc.date.accessioned2018-07-20T06:35:44Z-
dc.date.available2018-07-20T06:35:44Z-
dc.date.issued2018-
dc.identifier.citationLeadership and Organization Development Journal, 2018, v. 39 n. 6, p. 745-761-
dc.identifier.issn0143-7739-
dc.identifier.urihttp://hdl.handle.net/10722/256505-
dc.description.abstractPurpose 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 various service sectors in Hong Kong, and with ten stakeholders. Findings Grounded theory analysis generated a 7 Cs model with seven categories of service leadership attributes and practices: character, choreography, care, creativity, charisma, collaborating and competence self-improvement, and 24 constituent concepts. There was concordance between pairs of key informants and stakeholders. Research limitations/implications Further research could investigate the impact on frontline service leaders’ performance if one or more of the 7 Cs are perceived to be absent or deficient among leaders at more senior levels, and whether there are acceptable substitutes for particular Cs. Practical implications The 7 Cs model identifies service leadership attributes and practices across diverse sectors. Originality/value The 7 Cs model provides a map for orienting the developmental preparation of individuals, who are aspiring to become middle- and senior-level leaders in economies that have become highly dependent on service.-
dc.languageeng-
dc.publisherEmerald Group Publishing Limited. The Journal's web site is located at http://www.emeraldinsight.com/lodj.htm-
dc.relation.ispartofLeadership and Organization Development Journal-
dc.rightsThis article is © Emerald Group Publishing and permission has been granted for this version to appear here (please insert the web address here). Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.-
dc.titleA 7 Cs model of effective service leadership-
dc.typeArticle-
dc.identifier.emailZou, XT: tracyzou@hku.hk-
dc.identifier.authorityZou, XT=rp01998-
dc.identifier.doi10.1108/LODJ-01-2018-0048-
dc.identifier.hkuros286094-
dc.identifier.volume39-
dc.identifier.issue6-
dc.identifier.spage745-
dc.identifier.epage761-
dc.identifier.isiWOS:000439576300004-
dc.publisher.placeUnited Kingdom-

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