Service Leadership

O'Malley, John
December 2005
Marketing Health Services;Winter2005, Vol. 25 Issue 4, p12
Academic Journal
The article focuses on the implementation of service leadership (SL) management within the health care industry to ensure continued service quality. The challenges present in health care administration regarding the translation of mission goals to practical application and its evaluation are mentioned. Several tips are offered to best facilitate SL management practices, including incorporating employee participation in goal setting, providing reward and praise, and holding consistent standards.


Related Articles

  • Attitude affects your customer, your income. Matteson, Mark // Contractor Magazine;Apr2006, Vol. 53 Issue 4, p66 

    Discusses the author's experience of being treated differently by two taxicab drivers in New Jersey. Effects of work attitudes on customers; Observation on how a positive and negative attitude affects one's income; Association between work attitude and customer relations.

  • Consumer Mind - a Real Black Box. Gabriel, Dinu; Loredana, Dinu // Ovidius University Annals, Series Economic Sciences;2015, Vol. 15 Issue 1, p497 

    Speaking about professional ethics, market research has never been a model. These findings are trying to link the market research field with the one of science-fiction, which regards their implications. This new field is trying to explain that you should click the buy button in the mind of the...

  • From call staff to business techies. Murphy, Donna // IT Training;Apr2003, IT SKILLS REPORT p16 

    BT has provided its broadband call-centre staff with both technical knowledge and soft skills in order to offer its customers a more satisfactory relationship. Within BT, broadband has been identified by chief executive Ben Verwaayen as one of the company's three main priorities, along with...

  • Go Beyond Good Service. Williford, Jeff // Journal of Property Management;jul/aug2005, Vol. 70 Issue 4, p20 

    Presents an article about the components of an exceptional customer service. Knowledge of one's products and services; Anticipation of the perfect moment to bring the bill; Emphasis on repeated staff training.

  • All Systems Go: The Importance of Building an Organization-Wide Service Commitment. Thompsen, Joyce A.; Beck, Todd // Catalyst (21519390);Spring2005, Vol. 34 Issue 1, p3 

    Lists several actions that when used together will build commitment throughout a business organization and greatly increase the likelihood of success for its customer service improvement efforts. Data to assess the current customer experience; Clarification of the intended role of customer...

  • Inspire your customers. Brooks, Ian // NZ Business;Jul2007, Vol. 21 Issue 6, p63 

    The article offers insights for business owners on providing an inspirational customer experience. It cites the effect of the appearance of the staff member on the customer's perception of customer service. It mentions the importance of educating staff about the products and services offered by...

  • Teaching employees about customer service. Kibbe, Cindy // New Hampshire Business Review;5/31/2002, Vol. 24 Issue 11, p23A 

    Focuses on the importance of educating or training employees about customer service. Effort of companies to provide customer satisfaction; Role of customer relation in the growth of a business; Information on the communication techniques provided by Loyalty Factor, a New Castle-based training...

  • WELL SUMMER'S HERE SO WHERE'S THE SERVICE.  // New Zealand Apparel;Oct2012, Vol. 45 Issue 8, p4 

    The article discusses how to get the right staff for the retail outlet during critical seasons. It suggests taking a hard look at the service levels on the staff and find out if they are ready to handle customers or can be trusted to do it. It recommends having motivated people to show customers...

  • Ensuring Quality Service to Global Customers. Clark, Michael P. // Association Management;Feb2004, Vol. 56 Issue 2, p101 

    Provides information in ensuring quality service to global customers of non-profit organizations. Need to assess the structure of the organization; Importance of knowing the customers; Training of staff to meet service-level goals.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics