Service Managerial Leadership

Chezy Ofir and Nadav Goldschmidt

Chapter 9 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 117-130 from World Scientific Publishing Co. Pte. Ltd.

Abstract: What is the best management style for maximizing employee performance? Getting them to deliver great customer experiences?Over the years, academics and practitioners have written hundreds of books about management and leadership. Peter Drucker, Ken Blanchard, Daniel Goleman, Bernard Bass, Linda Hill, and many others have presented a broad range of methods, models, approaches, and theories. The world’s successful leaders have been profiled to find what key characteristics contribute to their success. The abundance of studies has provided no clear winner for the best managerial style. Yet one truth is consistently reiterated: Managers have the biggest influence on employee satisfaction, motivation, and success at work. This is why people come to organizations but leave managers…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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