A Model of Sustainable Distributed Service Delivery in Organizations With Compassion-Based Missions
Drucker School of Management (CGU)
This article examines the potential for offering sustainable compassion-based service. Organizations with compassion-based service missions face difficult challenges in addressing acute client needs with limited resources. We posit that distributed service delivery (i.e., clients serving themselves and one another) can result in more long-term compassion-based service when supported by shared and self-leadership. A model of sustainable distributed service delivery is presented and propositions are provided to help guide future research.
Manz, C. C., Skaggs, B. C., Pearce, C. L., & Wassenaar, C. L. (2014). A Model of Sustainable Distributed Service Delivery in Organizations With Compassion-Based Missions. Journal of Leadership & Organizational Studies. 21 (4), 607-612.