Journal ArticleDOI
Cultural Leadership in Service Organizations
TLDR
In this article, the authors discuss the relationship between the distinguishing characteristics of service delivery and the key components of an organizational culture, and suggest four principles for cultural leadership in service organizations.Abstract:
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 responsibility, quality and delivery to customers. Presents four principles for cultural leadership in service organizations. Concludes by suggesting several future leadership challenges for service firms.read more
Citations
More filters
Journal ArticleDOI
Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review
TL;DR: The aim of this contribution is to review some recent research findings for person-to-person encounters from the neighbouring management fields of services, operations and human resources in order to draw together their strategic implications for service managers.
Journal ArticleDOI
Bringing meaning to the sales job: The effect of ethical climate and customer demandingness
TL;DR: This article found that experienced meaningfulness is critical to sales because it impacts salesperson's performance, turnover intentions and felt stress, and that ethical climate and customer demandingness influence experienced meaning.
Journal ArticleDOI
Which management practices are contributory to service quality
TL;DR: In this article, a questionnaire survey was conducted and it was found that some management practices were more influential to service quality than others and that there were difficulties in implementing some of the management practices due to the type of staff employed and the nature of tasks undertaken.
Journal ArticleDOI
What are the fundamental features supporting service quality
TL;DR: In this article, a literature review was conducted covering total quality management (TQM), internal marketing, and the service quality literature, especially the study of service quality gaps, and it was found that there are seven common features: recruitment and selection, training, teamwork, empowerment, performance appraisals and reward, communication, and culture of the organisation.
Journal ArticleDOI
Internal marketing: a qualitative study of culture change in the UK banking sector
TL;DR: In this paper, the authors discuss the findings of a qualitative study carried out in the UK retail-bank sector on the implementation of Internal Marketing (IM) and conclude that IM is a process fraught with difficulty, which at times leads to divisions, ruptures and amb...