Tóm tắt
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 the
client and service provider (particularly at the lowest level of the
organisation), optimal reciprocal communication processes, both
horizontal and vertical, form an important success factor and prime
marketing tool for service systems. This article highlights the role of
the manager/leader in optimising the exchange of information between
client and service organisation. In this vein, the transactional,
transformational and transinformational leadership styles will be
contrasted.
