A Model of Sustainable Distributed Service Delivery in Organizations With Compassion-Based Missions

A Model of Sustainable Distributed Service Delivery in Organizations With Compassion-Based Missions

This article examines the potential for offering sustainable compassion-based service. Organizations with compassion-based service missions face difficult challenges in addressing acute client needs with limited resources. We posit that distributed service delivery (i.e., clients serving themselves...

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Veröffentlicht in:Journal of leadership & organizational studies 2014-11, Vol.21 (4), p.366-375
Hauptverfasser: Manz, Charles C., Skaggs, Bruce C., Pearce, Craig L., Wassenaar, Christina L.
Format: Artikel
Sprache:eng
Schlagworte:
Client relationships
Customer services
Leadership
Management theory
Mission statements
Organizational behavior
Sustainability management
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Zusammenfassung:This article examines the potential for offering sustainable compassion-based service. Organizations with compassion-based service missions face difficult challenges in addressing acute client needs with limited resources. We posit that distributed service delivery (i.e., clients serving themselves and one another) can result in more long-term compassion-based service when supported by shared and self-leadership. A model of sustainable distributed service delivery is presented and propositions are provided to help guide future research.
ISSN:1548-0518
1939-7089
DOI:10.1177/1548051813500814