From INSIGHTS ON LEADERSHIP . . . Robert K. Greenleaf from "The Servant as Leader" "The servant-leader is servant first. Becoming a servant-leader begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. . . . The best test is this: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?" Stephen R. Covey from "Servant-Leadership from the Inside Out" "You may be able to buy someone's hand and back, but you cannot buy their heart, mind, and spirit. And in the competitive reality of today's global marketplace, it will be only those organizations whose people not only willingly volunteer their tremendous creative talent, commitment, and loyalty, but whose organizations align their structures, systems, and management style to support the empowerment of their people that will survive and thrive as market leaders." Ken Blanchard from "Servant-Leadership Revisited" "With the traditional pyramid, the boss is always responsible and the staff are supposed to be responsive to the boss. When you turn the pyramid upside down, those roles get reversed. Your people become responsible and the job of management is to be responsive to their people. That creates a very different environment for implementation. If you work for your people, then what is the purpose of being a manager? To help them accomplish their goals. Your job is to help them win." INSIGHTS ON LEADERSHIP CONTRIBUTORS Stephen R. Covey * Larry C. Spears * Robert K. Greenleaf * Ken Blanchard * Elizabeth Jeffries * Joe Batten * Lawrence J. Lad and David Luechauer * Jack Lowe Jr. * Ann McGee-Cooper * Peter Block * Susana Barciela * John J. Gardiner * Richard P. Nielsen * Jill W. Graham * Bill Bottum with Dorothy Lenz * Robert E. Kelley * Judith A. Sturnick * Parker J. Palmer * Diane Cory * Diane Fassel * Thomas A. Bausch * Christine Wicker * James Conley and Fraya Wagner-Marsh * Joseph Jaworski * John P. Schuster * Ken Melrose * John S. Lore * James A. Autry * Irving R. Stubbs * James M. Kouzes * Jeffrey N. McCollum * Margaret J. Wheatley * Don M. Frick "It is one of the great ironies of our age that we created organizations to constrain our problematic human natures, and now the only thing that can save these organizations is a full appreciation of the expansive capacities of us humans." --Margaret J. Wheatley from "What Is Our Work?" Leadership without hierarchy? Organization in a whirlwind of change? Community and shared responsibility in a global village? Soul in a free-enterprise world? Robert Greenleaf's visionary theory of Servant-Leadership continues to engage many of the best minds in and out of business. Greenleaf's prescriptions for employee empowerment and organizational change continue to achieve nothing short of miraculous results in organizations worldwide. As one enthusiastic observer wrote in Fortune magazine, "Once the consensus is forged, watch out: With everybody on board, your so-called implementation proceeds 'wham-bam.'" In this sequel to the critically acclaimed Reflections on Leadership, many of today's most respected business thinkers share their insights into key aspects of Robert Greenleaf's revolutionary thinking. Over the course of 33 essays, a dream team consisting of such luminaries as Stephen Covey, Ken Blanchard, Peter Block, Margaret Wheatley, John Schuster, and James Autry explore how Greenleaf has influenced today's business leaders and discuss a range of leadership principles at the heart of his philosophy, including stewardship, the spirit of the workplace, and the concept of healing leadership. A source of inspiration and instruction, Insights on Leadership is required reading for senior executives, community leaders, and managers in for-profit and nonprofit organizations.

'Serve to Lead: 21st Century Leaders Manual' is an indispensable guide to effective leadership, management, and communication in our disruptive historical moment. Award-winning author James Strock distills actionable insights from a wide array of leaders in business, government, politics, the military, and non-governmental organizations.

Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.

This provocative and readable discussion of leadership in higher education argues that leadership is essentially an act of service; that the more responsible the leadership position, the greater the responsibility to serve.

SERVANT LEADERSHIP FOR HIGHER EDUCATION "Given the myriad of complex problems facing higher education, it is difficult to imagine that an administrator at any level of the institution could be effective without engaging in servant leadership. Higher education is a service industry and, consequently, this text is a must read for practicing administrators who are committed to effective leadership." MARY LOU HIGGERSON, Ph.D., vice president for Academic Affairs and dean of the college, Baldwin-Wallace College "Finally a thoughtful book on servant leadership with direct application to higher education. Includes many strategies for developing servant leadership in self, others, and organizations." DR. GARY L. FILAN, executive director, Chair Academy "With Servant Leadership for Higher Education Dan Wheeler brings the gauzy platitudes sometimes associated with servant leadership down to earth in a set of field-tested principles. I finished the book fantasizing about how much better off our colleges and universities would be if our leaders behaved like this!" JON WERGIN, professor of educational studies, Ph.D. in Leadership & Change Program, Antioch University "This is a must read for anyone thinking about becoming an academic leader. In the academy, it is not about command and control it's about serving your colleagues. Dan Wheeler's book 'nails it' as nothing is more critical to leaders than success in serving their colleagues." WALTER GMELCH, dean and professor, School of Education, University of San Francisco

Walter C. Wright develops a biblical management model that fosters an environment of active participation in an organization's mission. Foreword by Richard J. Mouw and Eugene H. Peterson.

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectives Relates chapter content to real world challenges faced by corporations Includes a discussion on both quantitative and qualitative methods in a service context Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic Provides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.

Leadership in Recreation and Leisure Services presents cutting-edge guidance and helps students apply their newfound knowledge as they prepare to enter the rapidly changing leisure services field. This text presents fresh insights on leadership from the most prominent voices in the field today. The contributors present a comprehensive look at modern leadership, identify the challenges future leaders will face, and reveal how future leaders can best prepare to meet those challenges. Leadership in Recreation and Leisure Services provides • a detailed look at the collaborative approach to leadership in leisure services that represents a new direction in the field; • insight into classical leadership as well as innovative and modern leadership theory and best practices; and • an understanding of the roles and functions students will fulfill as they enter the profession. The material, designed for undergraduate recreation and leisure services leadership courses, is presented in three parts. Part I explores personal leadership issues, including communication skills, negotiation strategies, and leadership styles. Part II delves into professional leadership, examining topics such as group dynamics, supervision practices, and team leadership. Part III explores organizational leadership, including internal and external leadership and professional development. The authors present new theories of leadership from research in the field of recreation and leisure. Several learning aids—including chapter-opening scenarios, key terms, glossary, references, and chapter-ending questions for reflection and discussion—appear throughout the text. In addition, each chapter features a Leisure Leaders sidebar that profiles a leader in the field who addresses preparation for the job, a peek at day-to-day work, and advice for aspiring leaders. And a Best Practices sidebar showcases an organization whose innovative leadership has led to positive organizational outcomes. Leadership in Recreation and Leisure Services helps students understand the range of leadership skills they need to develop for successful careers.