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.

Autorentext

Dr. Yong Nie is a researcher at the Japan Advanced Institute of Science and Technology. He has accepted a Research Fellowship for Young Scientists from the Japan Society for the Promotion of Science. His current research interests include leadership and customer engagement for business innovation in the Internet of Things era.