Transforming Leadership for Service Business

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This book makes a contribution by addressing concerns that many companies are over-managed and under-led. Traditional management systems, such as management rules, PDCA, performance appraisals and incentive systems, are still indispensable but are not enough to lead employees to work in the high-tier state. This study suggests that vision co-creation with employees is imperative for leaders in today's service-dominant business. In the co-creation process, six relevant working states of employees are defined: non-engagement, expectation, satisfaction, engagement, loyalty and creativity. The co-creation process makes the new vision come alive so that it can be imagined, experienced, pursued and worked hard for.