We conducted semi-structured, qualitative interviews with 17 Hong Kong based middle to senior managers from diverse service sectors. Based on their explanations and illustrations, we identified four practices that were common to many of the service leaders as key means for helping their respective organizations to maintain competitiveness while benefiting customers and end-beneficiaries. The practices were: entrepreneurial spirit and mindset, distributed leadership, building and sustaining productive relationships with customers as strategic partners, and a caring and respectful disposition.
|Publication status||Published - 2016|
|Event||International Conference on Service Leadership Education in Service Economies - Hong Kong Polytechnic University, Hong Kong, Hong Kong|
Duration: 6 Jan 2016 → 7 Jan 2016
|Conference||International Conference on Service Leadership Education in Service Economies|
|Period||6/01/16 → 7/01/16|
|Other||The two-day International Conference on Service Leadership Education in Service Economies jointly organized by The Hong Kong Polytechnic University (PolyU), The Hong Kong University of Science and Technology and Lingnan University, supported by the Hong Kong Institute of Service Leadership & Management Limited (HKI-SLAM), was officially kicked off today (6 January). The Conference provided a platform for international education experts and representatives of the eight local higher education institutions to exchange and share views about service leadership education, as well as to explore strategies and the direction for future development.|
SNELL, R. S., CHAN, Y. L. M., & ZOU, X. T. (2016). Key practices of leadership for service in Hong Kong. Paper presented at International Conference on Service Leadership Education in Service Economies, Hong Kong, Hong Kong.