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Service Leadership - Tools to Assess Knowledge, Attitude and Behavior (Hardcover)
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Service Leadership - Tools to Assess Knowledge, Attitude and Behavior (Hardcover)
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How can leadership in service economies be developed and nurtured?
This issue is of the utmost importance, because the mode of
production and requirements of the leaders are different in
manufacturing and service economies. While the focus in
manufacturing industries is on do things right, the focus of
services economies is on do the right things. In this book, the
authors start out with the Service Leadership Model as well as the
ingredients for Service Leadership knowledge, attitude and
behaviors (i.e., skills). Second, psychometric properties of three
validated measures on Service Leadership knowledge, attitude and
behavior are presented. In these chapters, the internal
consistency, convergent validity and factorial validity of the
measures are presented. Third, the psychosocial correlates and
norms associated with these three measures of Service Leadership
are presented. Through these chapters, the authors attempt to
establish the psychometric properties and norms of the scales
assessing Service Leadership knowledge, attitude and behavior. It
is their humble wish that the related work and the developed
assessment tools can be used in the training, personnel decisions,
intervention and research contexts.
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