... at: timothy.vogus@owen.vanderbilt.edu 09 05 2019 18 07 2020 17 12 2020 17 12 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Compassion Climate Leadership Human resources Well-being Health care Prior research has...

... remotely to keep service businesses running. With limited literature on leadership and virtual work in the service context, this paper aims to report on leadership effectiveness regarding employees' work performance in virtual settings brought on by the COVID-19 pandemic. Design/methodology/approach...

... (Sutton and Rafaeli, 1988). Commitment (Gosserand and Diefendorff, 2005), customer orientation (Allen et al., 2010), and employee affectivity (Diefendorff et al., 2011) are similarly influential in this process. Leadership Trust Authenticity Emotional labour Trait affectivity...

... and management centres on people, good leadership is essential for Van Hecke– it implies an open mind, charisma, natural authority, dominance and vision. Within Van Hecke, leadership is not only a skill, but an attitude. Conclusion: it is a matter of character. © MCB UP Limited 1992 Catering...

... provider responsibility, quality and delivery to customers. Presents four principles for cultural leadership in service organizations. Concludes by suggesting several future leadership challenges for service firms. Leadership Corporate culture Service delivery systems Values © MCB UP Limited...

...Robert J. House Presents a summary of theoretical leader behaviours and effects and the empirical findings relevant to a new genre of leadership theory. The new paradigm, emerging over the last decade and a half, focuses on outstanding leaders, variously referred to as charismatic, visionary...

...Leif Edvinsson Offers some new dimensions to service leadership: a strategic refocusing from traditional services to knowledge‐intensive services,based on intelligence components, information technology and information flows. Highlights three distinct roles for service leadership: thought leader...

...Nicholas Keller; Celeste Wilderom Describes five negative business trends of the 1980s: too much lack of social responsibility; one‐man show companies; good‐weather captains;conglomerates; and mistreatment of young and promising personnel. Based on these trends, offers ten leadership lessons...

...Celeste P.M. Wilderom While a vast literature exists on management/leadership, little systematic attention has been given to whether the difference in character between service‐and non‐service production processes demands a different style of management. Because of the direct contact between...