Transforming Leadership for Service Business

This book makes a contribution by addressing concerns that many companies are over-managed and under-led. Traditional management systems such as management rules PDCA performance appraisals and incentive systems are still indispensable but are not enough to lead employees to work in the high-tier state. This study suggests that vision co-creation with employees is imperative for leaders in today’s service-dominant business. In the co-creation process six relevant working states of employees are defined: non-engagement expectation satisfaction engagement loyalty and creativity. The co-creation process makes the new vision come alive so that it can be imagined experienced pursued and worked hard for.