Service Leadership : Leading with Competence, Character and Care in the Service Economy book cover
1st Edition

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

ISBN 9781032009575
Published August 16, 2021 by Routledge
208 Pages 8 B/W Illustrations

FREE Standard Shipping
USD $66.95

Prices & shipping based on shipping country


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 with 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 mindset (hierarchical decision making) to a service mindset (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. Mechanistic Structure for Leadership

10. Microenterprises and Service Leadership

11. Service Leadership in Times of Crisis


View More



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

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