Culture-Powered Service Excellence and Leadership: Chinese Characteristics

Xiucheng Fan (), Tianran Wang () and Shiyi Lu ()
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Xiucheng Fan: Fudan University
Tianran Wang: Fudan University
Shiyi Lu: Fudan University

A chapter in The Palgrave Handbook of Service Management, 2022, pp 353-369 from Springer

Abstract: Abstract Service excellence practices are culture specific. Based on service profit chain framework, we discuss the impacts of national culture and organizational culture on human resource management. With two exemplar cases of service excellence in the Chinese context, we show how Chinese culture, more specifically guanxi, family sense, and parental leadership style, shapes the way pursuing service excellence for firms operating in China.

Keywords: Service profit chain; Culture; Leadership style; Guanxi; Paternalistic leadership (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_19

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DOI: 10.1007/978-3-030-91828-6_19

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