Efnisyfirlit

• Cover
• Half Title
• Title
• Copyright
• Dedication
• Contents
• About the authors
• Acknowledgments
• List of figures
• List of tables
• Preface
• 1 Introduction to service leadership
• 1.1 What is service leadership?
• 1.1.1 Competence
• 1.1.2 Character
• 1.1.3 Care
• 1.2 Why service leadership?
• 1.3 Who is a service leader?
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 2 21st century realities
• 2.1 Globalization
• 2.2 Historical developments of the service economy
• 2.3 Structural changes in how an economy moves
• 2.4 The relationship of service economy to leadership
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 3 Leadership reorganized
• 3.1 Systematic change in the workplace
• Efficiency and increased productivity
• Increased collaboration
• Improved cost management
• A better employee experience
• 3.2 Visions of leadership
• 3.3 Tools needed for transformation
• 3.3.1 Logic
• 3.3.2 Emotional intelligence
• 3.3.3 Tools vs. relations
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 4 Service leadership method
• 4.1 Dynamics of service leadership
• Why is this important? The necessity of the method
• The players of service leadership (who)
• The components of service leadership (what)
• 4.2 Psychology of leadership
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 5 Dynamics of service leadership (the promise)
• 5.1 Increased return on investment (ROI)
• 5.2 Trust building within and outside the organization
• 5.3 Autonomy of decision making
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 6 Joyful leadership
• 6.1 Elements of joyful leadership
• 6.2 Creation of a habitat for joyful leadership
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 7 Ethical dilemmas facing service leaders
• 7.1 Basic ethical principles
• Early Western and Eastern philosophies on ethics
• Modernity and concepts of ethics
• 7.2 Ethical dilemmas
• 7.3 The principle of personal ethics and service leadership
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 8 Entrepreneurial path in service leadership
• 8.1 Entrepreneurial developments in the service industry
• 8.2 Ways and means of entrepreneurial path
• Understand by deconstructing
• Articulate
• Design a solution
• Create
• Operate
• Upgrade
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 9 Organic vs. mechanistic structure for leadership
• 9.1 Mechanistic vs. organic organizations
• Team development
• The process
• The outcome
• 9.2 Organic leadership
• 9.3 How to develop organic leadership in an organization
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 10 Microenterprises and service leadership
• 10.1 Microenterprises and entrepreneurship
• 10.2 Factors affecting the development of microenterprises
• 10.3 Microenterprises in the service sector
• Phase one: Existence
• Phase two: Survival
• Phase three: Success
• Phase four: Growth
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• 11 Service leadership in times of crisis
• 11.1 Why service leadership matters in times of crisis
• Early recognition of a crisis
• Making sense of a crisis
• Making decisions
• Communicating
• Implementing
• Being accountable
• Learning from a crisis
• Enhancing resilience
• 11.2 Global leadership in times of crisis
• 11.2.1 Global financial crisis (GFC) of 2008
• Lessons learned
• 11.2.2 Fukushima tsunami and nuclear disaster of 2011
• Lessons learned
• 11.2.3 The Ebola pandemic 2013–16
• Ecological forces
• Economic forces
• Cultural forces
• Lessons learned
• 11.3 Educating students for service leadership to deal with life’s crisis
• Educating students for service leadership
• Key points to remember
• Case study
• Questions related to the case
• End of chapter questions
• References
• Index