Service analytics studies the collection of business analytics models and tools for the improvement of IT service management processes. By analyzing related quality, cost, and productivity metrics, as well as customer interactions and social factors, organizations can effectively exploit these resources to reveal valuable insights in support of business goals, maximizing performance, quality of service, and customer satisfaction. Maximizing Management Performance and Quality with Service Analytics offers a selection of service analytics solutions for process modeling and optimization proven to drive excellence in IT service management. This book is for practitioners engaged in IT service management who are interested in delivering high-quality and cost-competitive IT services, as well as academic and industrial researchers in the fields of information technology and computer science who are advancing data analysis, modeling, and optimization methods to new emerging fields.

Leadership is more than a being a leader.This textbook presents a holistic and readable overview of leadership. The dynamics of leadership involve leaders, followers and their environments - the organizational contexts within which leading and following take place. This triangle approach illustrates a more comprehensive view of leadership by focusing on all three dynamics.Students benefit from taking the evidence-based inventories to learn more about their leadership preferences. Six in-depth case studies add to the textbook and invite students to explore the application of leadership theory to practice. Each chapter ends with key terms, comprehension questions, and class activities.Chapters in this book draw on contemporary research and mini-cases to engage students in learning about themes of leadership focused on topics such as: ethics, effective communication, teams, mentoring, and toxic leadership.This book features integration of the case studies in the chapters along with updated literature and mini-cases. Chapter summaries, test banks, sample syllabi, and slide decks, designed by the authors, are a new addition for instructors.

Leadership is more than a being a leader.This textbook presents a holistic and readable overview of leadership. The dynamics of leadership involve leaders, followers and their environments - the organizational contexts within which leading and following take place. This triangle approach illustrates a more comprehensive view of leadership by focusing on all three dynamics.Students benefit from taking the evidence-based inventories to learn more about their leadership preferences. Six in-depth case studies add to the textbook and invite students to explore the application of leadership theory to practice. Each chapter ends with key terms, comprehension questions, and class activities.Chapters in this book draw on contemporary research and mini-cases to engage students in learning about themes of leadership focused on topics such as: ethics, effective communication, teams, mentoring, and toxic leadership.This book features integration of the case studies in the chapters along with updated literature and mini-cases. Chapter summaries, test banks, sample syllabi, and slide decks, designed by the authors, are a new addition for instructors.

Audible Best Seller of 2017 Inc. 11 Great Business Books New York Magazine Best Psychology Books LinkedIn's 12 Books on Leadership to Read Two mavericks in the field of positive psychology deliver a timely message Happiness experts have long told us to tune out our negative emotions and focus instead on mindfulness, positivity, and optimism. Researchers Todd Kashdan, Ph.D., and Robert Biswas-Diener, Dr. Philos., disagree. Positive emotions alone are not enough. Anger makes us creative, selfishness makes us brave, and guilt is a powerful motivator. The real key to success lies in emotional agility. Drawing upon extensive scientific research and a wide array of real-life examples, The Upside of Your Dark Side will be embraced by business leaders, parents, and everyone else who's ready to put their entire psychological tool kit to work.

Virtual Business Models: Entrepreneurial Risks and Rewards focuses on companies with technology development, offering inspiration, guidance, and hands-on advice on how to utilize the potential of a virtual company format. The book provides an overview of key aspects of the company's activities, putting them into a comprehensive structure. In addition, both the rewards and risks of using the virtual company format are explored. The virtual company format is here defined as a company with a small dedicated core staff. The company's development is performed by strategic alliances with external resource providers. In this way, the utilization of financial resources can be optimized with cost-effective product development. The book explores this concept and why it is attractive in a start-up phase for both companies who want to remain virtual and those that eventually want to develop into integrated traditional companies.

As the world has adapted to the age of digital technology, present day business leaders are required to change with the times as well. Addressing and formatting their business practices to not only encompass digital technologies, but expand their capabilities, the leaders of today must be flexible and willing to familiarize themselves with all types of global business practices. Global Business Leadership Development for the Fourth Industrial Revolution is a collection of advanced research on the methods and tactics utilized to succeed as a leader in the digital age. While highlighting topics including data privacy, corporate governance, and risk management, this book is ideally designed for business professionals, administrators, managers, executives, researchers, academicians, and business students who want to improve their understanding of the strategic role of digital technologies in the global economy, in networks and organizations, in teams and work groups, in information systems, and at the level of individuals as actors in digitally networked environments.

Learn valuable leadership lessons and organizational "survival" tactics through the eyes of one of the world's most industrious and successful creatures, the honey bee. Survival of the Hive takes the lid off a beehive and provides a fun, relevant and reflective look at the tiny, purposeful inhabitants inside. Through the leadership experiences of Zync, a queen-in-waiting, we are taught seven important leadership lessons by her mentors, Vision, Belief and Strategy including The Front Porch Philosophy of accountability, Bee-2-Bee Waggle Dance of communication, the all-important P-Factors: Footprint, Resourcing, Calming, and Unity, and the Perfect Product Honey System. Deborah Mackin and Matthew Harrington, in a creative yet practical way, use the bee colony and specifically Zync, as an entertaining fable to illustrate leadership in an organized community. Throughout the book, the hive provides a working illustration of cultural complexity, leadership clarity, and the importance of trust as a foundation for excellence. Included at the end of each chapter is Reflections for Today's Leaders, as well as Group Discussion Questions to help facilitate a "Survival of the Hive" philosophy within your own organization.

Corporate Governance and Ethics is an illuminating and practical reading of Aristotle's Politics for today's corporate directors. With a deft synthesis of ethics, economics and politics, Alejo Sison elevates the discussion of corporate governance out of the realm of abstract rules and structures into a more effective form of Aristotelian politics. He argues that corporate governance is a human practice where subjective, ethical conditions outweigh the mastery of techniques, since the firm is not a mere production function but, above all, a community of workers. Corporate governance issues are discussed in a holistic fashion, using international case studies to embed the discussion in environments defined by their economic, legal and cultural systems. One of the author's key messages is that reform starts with the ethical and political education of directors. Alejo Sison uses an integrative approach to corporate governance that incorporates ethical-political considerations with the economic and legal dimensions of issues. He backs his theoretical claims with a series of case histories including Fiat from Italy, Cheung Kong Holdings and Whampoa Limited from China, Banco Popular from Spain and United Airlines from the US. He provides a special focus on the education of corporate directors in accordance with the principles of Aristotle's Politics. This accessible book will appeal to corporate directors, executives and managers; academics and students with an interest in corporate governance, leadership and ethics, corporate citizenship and corporate social responsibility; and modern readers of Aristotle's virtue theory and politics in relation to business ethics.

'Adopting a post-positivist phenomenological perspective inspired by the writings of Husserl and Heidegger among others, Donna Ladkin crafts a series of philosophical questions that prompt the reader to deconstruct and reposition many habitually held views of leaders and leadership. Through her deep questioning, Ladkin reminds us that wisdom -- the virtue of practical circumspection -- is central to the ethical and aesthetic moment of leading. Rethinking Leadership is a refreshing and much-needed re-evaluation of the field, which should be read by anyone with a serious interest in the subject.' - Peter Case, University of the West of England, UK'Writing anything new about leadership might seem like a difficult task these days. Writing anything new and interesting about leadership might seem beyond most of us. Writing anything new, interesting and provocative about leadership is restricted to only a few very talented scholars. Ladkin is one of these very talented scholars -- she has done all three in a groundbreaking review of the nature of leadership and the questions we should be asking about this phenomenon.' - Keith Grint, University of Warwick, UK A must-read for serious leadership studies scholars, Rethinking Leadership offers a radical reconceptualization of leadership as a contextually embedded, physically embodied phenomenon. The book arrives at original and surprising answers to perennial questions such as 'What is leadership?' and 'How do leaders lead change?', by addressing them from a philosophical, rather than psychological or sociological standpoint. Beautifully written, Ladkin makes complex ideas accessible by illustrating them with practical examples drawn from her wide experience as a leadership academic and management consultant across a range of commercial, political and not-for-profit organisations. A fresh voice amongst the crowded field of leadership studies, Rethinking Leadership delivers not just new answers, but an entirely new way of thinking about leadership and its role in contemporary society. Contents: Preface; 1. Why Study Leadership from a Philosophical Perspective?; 2. Why are There so Many Different Theories of Leadership?; 3. Why is it so Difficult to Study Leadership?; 4. What Goes on in the Relationship between Leaders and Followers?; 5. What is Charismatic Leadership?; 6. What is so Important About the 'Vision-Thing'?; 7. How do Leaders Lead Change? Co-authored with Martin Wood and John Pillay; 8. How Can Individuals Take Up the Leader Role Wisely?; 9. What Has it Meant to Rethink Leadership?; Bibliography; Index

Introduction to Arts Management offers a unique, dynamic and savvy guide to managing a performing or visual arts organization, be that an arts center, theatre, museum, art gallery, symphony orchestra, or other arts company. For those training to enter the industry, workers in arts administration, or those seeking to set up their own company, the wealth of expert guidance and direct, accessible style of this authoritative manual will prove indispensable. Gathering best practices in strategic planning, marketing, fundraising and finance for the arts, the author shares practical, proven processes and valuable tools from his work with over 100 arts companies and professional experience producing over 100 music, dance, theatre and visual arts events. Unique features include: * boilerplate guides for marketing and fundraising * a sample Board of Trustee contract * specific budget checklists * day-to-day working tools that can be immediately instituted in any arts organization * resources at the end of each chapter designed to help readers consider and implement the strategies in their own practice. Interviews with arts leaders offer insights into the beginnings and growth of significant arts institutions, while examples based on real situations and successful arts organizations from both North America and Britain illustrate and underpin the strategic and practical advice. Expanded from the author's highly successful How to Run a Theatre, this edition offers both trainees and seasoned professionals the hands-on strategic leadership tools needed to create, build and nurture a successful career in the challenging world of arts administration and management.