1st Edition

Service Leadership
Leading with Competence, Character and Care in the Service Economy

  • Available for pre-order. Item will ship after August 15, 2021
ISBN 9781032009575
August 15, 2021 Forthcoming by Routledge
232 Pages 8 B/W Illustrations

USD $66.95

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Book Description

Service Leadership offers students, researchers and leaders a leadership model originating in the service economy--but which is gaining ground in all sectors and industries--explained by experts that were key actors in that origination at DHL International.

Designed for undergraduates and graduates, but also useful for professionals in leadership positions, Hoshmand and Chung structure the book around the 3Cs of leadership in the service economy: competence, character, and care. It shows how the integration of the 3Cs when applied in combination to each other creates an environment of trust within and outside the organization. Most importantly, it allows the reader to understand how a move from the manufacturing mind-set (hierarchical decision-making) to a service mind-set (collective, qualitative, culturally sensitive) creates an ethical habitat and ecosystem that contributes to a firm’s competitiveness and adds value to its brand image.

Incorporating elements of leadership literature, philosophy, psychology, sociology, economics and political science, including cases, and supported by a teaching manual and a full set of slides, this book is ideal core reading for students of service leadership and leadership in the service economy, and valuable to those learning about leadership more broadly.

Table of Contents

1. Introduction to Service Leadership

2. 21st Century Realities

3. Leadership Reorganized

4. Service Leadership Method

5. Dynamics of Service Leadership (The Promise)

6. Joyful Leadership

7. Ethical Dilemmas facing Service Leaders

8. Entrepreneurial Path in Service Leadership

9. Organic Vs. Artificial Design of Leadership

10. Microenterprises and Service Leadership

11. Service Leadership in Times of Crisis


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Prof. A. Reza Hoshmand, PhD, is the Senior Special Advisor for the Global Institute of Service Leadership. He has taught at various public and private universities including Harvard.

Dr. Po Chung is the Chairman of the Global Institute of Service Leadership. He was the chairman and co-founder of DHL International.

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