Cultural Leadership in Service Organizations

Abstract

Discusses the relationship between the distinguishing characteristics of service delivery and the key components of an organizational culture. Argues that in order to provide high quality service delivery it is advantageous to develop a shared set of cultural values focusing on service provider responsibility, quality and delivery to customers. Presents four principles for cultural leadership in service organizations. Concludes by suggesting several future leadership challenges for service firms.

Citation

Siehl, C. (1992), "Cultural Leadership in Service Organizations", International Journal of Service Industry Management, Vol. 3 No. 2, pp. 17-22. https://doi.org/10.1108/09564239210011953