A 7 Cs model of effective service leadership

Tracy X.P. ZOU*, Robin S. SNELL, Maureen Y. L. CHAN, Amy L.Y. WONG

*Corresponding author for this work

Research output: Journal PublicationsJournal Article (refereed)

Abstract

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.

Original languageEnglish
Pages (from-to)745-761
Number of pages17
JournalLeadership and Organization Development Journal
Volume39
Issue number6
DOIs
Publication statusPublished - 6 Aug 2018

Fingerprint

Stakeholders
Creativity
Design methodology
Substitute
Critical incidents
Service sector
Charisma
Hong Kong
Preparation
Grounded theory
Concordance
Service levels

Keywords

  • Care
  • Character
  • Competences
  • Empowerment
  • Service leadership practices

Cite this

ZOU, Tracy X.P. ; SNELL, Robin S. ; CHAN, Maureen Y. L. ; WONG, Amy L.Y. / A 7 Cs model of effective service leadership. In: Leadership and Organization Development Journal. 2018 ; Vol. 39, No. 6. pp. 745-761.
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A 7 Cs model of effective service leadership. / ZOU, Tracy X.P.; SNELL, Robin S.; CHAN, Maureen Y. L.; WONG, Amy L.Y.

In: Leadership and Organization Development Journal, Vol. 39, No. 6, 06.08.2018, p. 745-761.

Research output: Journal PublicationsJournal Article (refereed)

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