Topic: Management Styles in Service Operations
Recall the 3 difference management styles I talked about in class: (Messiah, Servant, or Commander).
Write an analysis of the management style in 1 real-life service firm of your choice, or in 2 to 3 firms within a single service industry. How does management measure “success”? Does management emphasize quality in the way espoused by Juran? Are the concepts of the serviceprofit chain used? Would they be appropriate? What specific improvements do you believe are possible?
Your response should describe both how to make the improvement and why the improvement would be beneficial. Please try to stay focused on ideas that will make the service operations successful even at the lowest level, even though you may be discussing the behavior and styles of upper-management.
All responses must include at least a single-page executive summary and a detailed list of references. The executive summary should be a complete report all on one page. The references can be in any style, but they should include all your sources, including personal interviews, if any. Your work should indicate a depth and breadth of research in the topic.
Option below could be satisfied by “telling a story” – but the story should be augmented by your reflections, and your reflections should be augmented by your scholarly research into general theory and into the experiences of other firms.
The “ideal” response would be a piece of work worthy of being published as an HBR reading or HBS case study.
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