A 7 Cs model of effective service leadership
作者: Tracy X.P. ZouRobin S. SnellMaureen Y.L. ChanAmy L.Y. Wong
作者单位: 1Centre for the Enhancement of Teaching and Learning, The University of Hong Kong , Pok Fu Lam, Hong Kong
2Department of Management, Lingnan University , Hong Kong
3Student Affairs Office, The Education University of Hong Kong , Hong Kong
4Lingnan University , Hong Kong
刊名: Leadership & Organization Development Journal, 2018, Vol.39 (6), pp.745-761
来源数据库: Emerald Journal
DOI: 10.1108/LODJ-01-2018-0048
关键词: CareEmpowermentCompetencesCharacterService leadership practices
原始语种摘要: Purpose(#br)The purpose of this paper is to identify attributes and practices that are salient for effectiveness in middle- and senior-level service leadership positions. (#br)Design/methodology/approach(#br)Critical incident interviews were conducted with 17 key informants, who were service leaders in various service sectors in Hong Kong, and with ten stakeholders. (#br)Findings(#br)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. (#br)Research limitations/implications(#br)Further research could investigate the impact on...
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关键词翻译
关键词翻译
  • leadership 指挥
  • service 服务
  • model 模型
  • senior 高级的
  • methodology 方法学
  • level 水准
  • competence 强性
  • become 成为
  • particular 细致的
  • purpose 目的