TY  - JOUR
AB  - Purpose The purpose of this paper is to identify attributes and practices that are salient for effectiveness in middle- and senior-level service leadership positions.Design/methodology/approach Critical incident interviews were conducted with 17 key informants, who were service leaders in various service sectors in Hong Kong, and with ten stakeholders.Findings Grounded theory analysis generated a 7 Cs model with seven categories of service leadership attributes and practices: character, choreography, care, creativity, charisma, collaborating and competence self-improvement, and 24 constituent concepts. There was concordance between pairs of key informants and stakeholders.Research limitations/implications Further research could investigate the impact on frontline service leaders’ performance if one or more of the 7 Cs are perceived to be absent or deficient among leaders at more senior levels, and whether there are acceptable substitutes for particular Cs.Practical implications The 7 Cs model identifies service leadership attributes and practices across diverse sectors.Originality/value The 7 Cs model provides a map for orienting the developmental preparation of individuals, who are aspiring to become middle- and senior-level leaders in economies that have become highly dependent on service.
VL  - 39
IS  - 6
SN  - 0143-7739
DO  - 10.1108/LODJ-01-2018-0048
UR  - https://doi.org/10.1108/LODJ-01-2018-0048
AU  - Zou Tracy X.P.
AU  - Snell Robin S.
AU  - Y.L. Chan Maureen
AU  - Wong Amy L.Y.
PY  - 2018
Y1  - 2018/01/01
TI  - A 7 Cs model of effective service leadership
T2  - Leadership & Organization Development Journal
PB  - Emerald Publishing Limited
SP  - 745
EP  - 761
Y2  - 2024/09/24
ER  -