More effective leadership can bring higher service quality

Abstract

Leadership skills of managers in service organizations can contribute significantly to quality of service. Fortunately there is a fairly easy road to enhancing them. It is based on asking three key questions with great depth of meaning, with every decision. These questions remind of all the leadership considerations that should enter the decision, in addition to the functional ones. The questions are illustrated and analyzed with a relevant, realistic scenario.

Citation

Rausch, E. (1999), "More effective leadership can bring higher service quality", Managing Service Quality: An International Journal, Vol. 9 No. 3, pp. 154-157. https://doi.org/10.1108/09604529910267055