Serving One Another: Are Shared and Self-Leadership the Keys to Service Sustainability?
Drucker School of Management (CGU)
Service has received increasing attention in the management literature, yet sustainability of service is often overlooked. In this Incubator we examine the potential for client involvement through shared and self-leadership to foster empathy enhanced service and reduced costs, both of which may support a more sustainable service delivery process.
© 2015 John Wiley & Sons, Ltd.
Manz, C. C., Skaggs, B. C., Pearce, C. L., & Wassenaar, C. L. (2015). Serving One Another: Are Shared and Self-Leadership the Keys to Service Sustainability? Journal of Organizational Behavior. 36, 607-612 DOI: 10.1002/job.1991