International Journal of Service Industry Management: Volume 3 Issue 2
Table of contents
Charismatic Leadership in Service‐producing Organizations
Robert J. HousePresents a summary of theoretical leader behaviours and effects andthe empirical findings relevant to a new genre of leadership theory. Thenew paradigm, emerging over the last…
Cultural Leadership in Service Organizations
Caren SiehlDiscusses the relationship between the distinguishingcharacteristics of service delivery and the key components of anorganizational culture. Argues that in order to provide high…
Leading the Largest Catering Firm in Holland: A Matter of Character
J.G.A. RijnierseExplains what makes a good manager in the words of the managingdirector of the largest catering firm in The Netherlands and leader in afast growing market. In 1991 Van Hecke…
Leading a Company with Vision
B. van BolderickDiscusses the thesis that self‐knowledge is a prerequisite forfunctioning in a service company (such as insurance) in such a way thatthe individual is wholly involved, feels a…
Service Leadership – Some Critical Roles
Leif EdvinssonOffers some new dimensions to service leadership: a strategicrefocusing from traditional services to knowledge‐intensive services,based on intelligence components, information…
On the Service Potential of Staff in Line‐Staff Relationships
Benita E.C. Plesch, Manda Broekhuis, Karin E. DisselenPresents a model used by the Dutch Ministry of Home Affairs foranalysing staff tasks. This model provides a productive base forexamining and evaluating the added value staff can…
What the Service World Needs Now: Leadership Lessons from the 1980s to the 1990s
Nicholas Keller, Celeste WilderomDescribes five negative business trends of the 1980s: too much lackof social responsibility; one‐man show companies; good‐weather captains;conglomerates; and mistreatment of young…