2024_Spring_Managing People and Service Leadership

“In a service organisation, if you’re not serving the customer, you’d better be serving someone who is” (Wilson et al., 2021, p231)

People are fundamental to service delivery.  In this module we look deeper into the fundamental role of people in service delivery and closing Gap 3 (The Performance Gap).  We will cover aspects of service delivery including: the critical importance of service employees, understanding employee motivation, developing a service culture, exhibiting service leadership and situational leadership, strategies for delivering service quality through people and the specific challenges of managing frontline employees.

I am particularly excited to be joined by my colleagues Dr Sudi Bolourian and Dr Trevor Ray, who will both be leading sessions for us on the Cultural Web and Situational Leadership respectively.  

This is a level seven module, worth 15 units, which requires wider reading, and of course critical thinking.  I hope that you will find it challenging, inspiring and rewarding.