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By looking beyond profit, servant leaders benefit employees, communities and the bottom line - UB Now: News and views for UB faculty and staff


Jim Lemoine, assistant professor
Department of Organization and Human Resources
Despite the longstanding notion that businesses exist primarily to generate profit, more and more organizations are adopting a new vision: servant leadership, in which leaders prioritize multiple stakeholders and improve society, while prospering financially.
Research led by James Lemoine, assistant professor of organization and human resources in the School of Management, shows how major companies are using servant leadership to benefit teams, the community and the bottom line and how other executives can become servant leaders themselves.
“Fifty years ago, when retired AT&T executive Robert Greenleaf introduced the concept of servant leadership, it was a radical idea that leaders could act as servants, emphasizing employee development and societal improvement with profitability,” says Lemoine, a trustee for the Greenleaf Center for Servant Leadership. “But since then, resear ....

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When molehills are worse than mountains


When molehills are worse than mountains
s+b Blogs
Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.
Illustration by Omar Osman
Service industry missteps are inevitable, but not all are created equal. For example, if an airline loses a passenger’s luggage or denies a passenger a seat on an overbooked flight, it’s a serious enough problem that the passenger will probably complain, allowing management to apologize or issue a refund. But for smaller errors if, say, a seat doesn’t recline fully, or an outlet doesn’t work passengers might not think it’s worth summoning a flight attendant. As a result, management never gets the chance to register the problem and enhance the airline’s reputation through exemplary customer service. ....

Omar Osman , Alexis Mavrommatis , Carla Ferraro Swinburne University Of Technology , How Small Service Failures Drive Customer Defection , Colin Campbell University Of San Diego , Lois Shedd Swinburne University Of Technology , Business School , Sean Sands Swinburne University Of Technology , Small Service Failures Drive Customer Defection , Sean Sands , Swinburne University , Colin Campbell , San Diego , Lois Shedd , Carla Ferraro , Business Horizons , Consumer Insights , Consumer Trends , Customer Experience , Service Design , ஓமர் ஆஸ்மந் , கார்லா ஃபெராரோ ஸ்வின்பர்ன் பல்கலைக்கழகம் ஆஃப் தொழில்நுட்பம் , கொலின் கேம்ப்பெல் பல்கலைக்கழகம் ஆஃப் சான் டியாகோ , லோவிஸ் கொட்டகை ஸ்வின்பர்ன் பல்கலைக்கழகம் ஆஃப் தொழில்நுட்பம் , வணிக பள்ளி , சீன் மணல் ஸ்வின்பர்ன் பல்கலைக்கழகம் ஆஃப் தொழில்நுட்பம் ,