Service Leadership Study (Online Database)
Abstract (Summary)
The discussion about services has revolved around bigger players and their precision and professionalism in delivering excellent quality services. While the researchers talked of SAS, Disneyland, McDonalds, Ritz Carlton, Apollo Hospital and the likes, they have often neglected the small and medium size service endeavors. There have been innumerable examples of excellent services, though not really considered professional in theoretical terms. This paper is based on case studies of 18 Mexican small ticket service providers who were considered offering some excellent services. These providers in a relatively high context Mexican society, with more or less family businesses have organized their activities to be translated into a superlative customer satisfaction. The study attempts to analyze the service leadership and cultural constructs of these companies. Findings suggest that though these companies do not go by the prescriptions of a so-called professionally managed service firms, they have often devised their indigenous approaches to reach the goal of customer satisfaction.
Full Text (6438 words)
Copyright School of Management & Entrepreneurship Oct 2003-Mar 2004
[Headnote]
The discussion about services has revolved around bigger players and their precision and professionalism in delivering excellent quality services. While we talked of SAS, Disneyland, McDonalds, Ritz Carlton, Apollo Hospital and the likes, we have often neglected the small and medium size service endeavours. During nineties, while the third world has relentlessly worked to boost their economies, the growth of services has been a natural corollary to this effort. The greater proportion of contribution both in quantitative and qualitative terms has come from the smaller and medium sized players. There have been innumerable examples of excellent services, though not really considered professional in theoretical terms. Unfortunately enough, the management gurus have...
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