Table of Contents

Foreword
Acknowledgments
Interview: The Power of Leadership
Chapter 1 Introduction
Part I Strategizing the Promise
Interview The Power of the Strategist
Chapter 2 Looking Back on Service
Chapter 3 Leading the Service Wave
Chapter 4 Formulating Strategic Promises
Part II Designing the Process
Interview The Power of the Transformer
Chapter 5 Developing the Service Strategy
Chapter 6 Designing the Service Process
Chapter 7 Strategizing for Service Recovery
Chapter 8 Designing Service Metrics
Part III Engaging the Providers
Interview The Power of the providers
Chapter 9 Activating customer orientation
Chapter 10 Managing service organizations
Chapter 11 Implementing HR Policies for Service Organizations
Chapter 12 Building and maintaining an effective service leadership culture
Index
About the Authors

About the Author

Svafa Grönfeldt is Deputy to the CEO of Actavis Group, one of the world’s largest and fastest growing generic pharmaceutical companies.  Her major role is to streamline strategy and structural design with the purpose of facilitating growth and adaptability of the company and its subsidiaries through out the world. She received her Ph.D. in Industrial Relations from the London School of Economics and Political Science, where her major focus was on service orientation and management. For the past 9 years, she has also been a member of the faculty of economics and business administration at the University of Iceland.
Currently her work takes her throughout the world and is mainly focused on aligning strategy, structure, and the talent of Actavis key personnel in five continents and 32 countries. Dr. Grönfeldt joined Actavis in 2004 as Chief Executive of Strategy and Organizational Development. Prior of joining Actavis she was the County-Managing Partner for Deloitte Consulting in Iceland and was a member of Deloitte’s EMEA leadership team; before that, she was a partner in and Director of Research and Development for IMG Gallup. Her consulting and academic career has mainly been focused on leadership coaching and service strategic formulation, and her research projects include numerous occupational and benchmarking studies for companies in the private and public sectors, including numerous longitudinal and cross-cultural studies. Dr. Judith Strother is Chair of the Graduate Program in Communication at Florida Institute of Technology and teaches a wide variety of business communication courses there. She earned her Ph.D. at Eindhoven University of Technology (The Netherlands), regularly lectures in Europe, and has consulted with business interests in Europe and the United States. Dr. Strother is also Vice President of ViLLA, an online language training corporation, whose primary markets are Asia, South America, and Europe. In that capacity, in addition to overseeing all the content development of the training programs, she has been responsible for developing marketing and customer service programs.

Reviews

"Service Leadership moves beyond the theoretical and demonstrates how Actavis and other companies achieve and sustain their competitive advantage through service leadership . . . What makes this book so valuable is the variety of formats from which the reader can choose. The key points, summaries, examples from many companies, and words of wisdom from leaders as diverse as Benjamin Distaeli and Beverly Sills empower readers to develop the strategies that will make them leaders in the competitive marketplaces in which they work and serve."
*Judith E. Shenouda*