Leadership and Management in the Service Sector: Technology and Styles

This report examines the evolving landscape of leadership and management within the service industry, specifically focusing on how technological advancements are reshaping traditional approaches. The analysis delves into the interplay of internal and external factors, such as internal relationships and stakeholder interests, and their influence on managerial decision-making. The report highlights the need for adaptable leadership styles, particularly in response to rapid technological changes and the increasing importance of customer needs. It identifies essential skills for effective managers in the digital age, including communication, problem-solving, and patience. Furthermore, the report explores the characteristics of multi-generational leaders and the impact of technology on their roles. The findings, supported by references to academic research, emphasize the shift towards more supportive management styles to address the complexities of a technology-driven environment. This report serves as a valuable resource for understanding the challenges and opportunities for leaders in the service sector.

INTERNAL AND EXTERNAL TECHNOLOGY FACTOR WHICH
AFFECTS THE SELECTED STYLE AND STRUCTURE
Selection of the management style is always a big task
for the management of the organization as the business
has to dealt with the environment under which firm is
operating. Environment include both internal and
external environment and these environment offers
variety of difficulties for the business as follow:
Internal Factor
Internal Relationship: It always plays a key role in influencing the decision of the organization as internal
relationship describes the bond and the trust factor which is share by the employee in the organization good Internal
relationship in the organization is the big reason for the organization to choose a employee oriented leadership and
Management style as through that leader is able to understand the employee more proficiently which improve the
performance.
Technology Factor
New Technology: It is one of the biggest factors which influence the selection of the management style in
the organization as change in the technology always hampers the confidence of employee and
management need to move toward the supportive type of style.
Secure system: It is the second factor which is faced by the management as they have to make sure that the
technology which has been adopted is the secure enough for the employee and organization so
management used to use a style which requires management own contribution in their work.
External Factor
Stakeholder: Stakeholder are the most interested party in the decision of the company so company
has to take the decision with keeping in mind the interest level of the stakeholder as disappointing
stakeholder adversely affect the goodwill of the business in the current market.
Technology Factor
Way of Serving: Technology has changed the way of serving the people in the new era, therefore it
requires a good understanding to understand all the changes so management has to change the
management style so that they can interact with maximum number of subordinate so that they can
pass on the view.
Customer need: Technology has also positively affected the demand and the need of the customer in
the market, which has forced the leader to change their leadership as per the current market scenario.
REFERENCES
Northouse, P.G., 2018.Leadership: Theory and practice.
Sage publications.
Effective manager skills
Communication: Communication is the skill which is
required by the effective manger in the increasing
technology era as to pass on the motivation words to
employee keep them motivated as all the employee is not
happy with changing technology.
Problem Solver: It is the second most skill which is required
by the efficient manager as the technology brings a good
amount of challenges, so they need to be good problem
solver.
Patience: Manager should be patience in the technology
change as technology creates an uncertainty in organization,
so they need to be patient to dealt with all issue.
Characteristics of multi generation leader
Evaluator: Multi generation leader are the good evaluator of the information and the market as they
used to evaluate the needs of the customer on regular basis and as the Hospitality industry dealt with
number of customers with different background it is very necessary for them to evaluate.
Good organizer: Multi generation leader are always a good organizer of their work they used
organize their work with proper time schedule so that it helps them in seeing the change which has
occurred
Review on management style change
As per the thought of Holten, 2015, the management has to select more supportive type of
management style in the current scenario as compare to the past in which leader used to
believe in more directive type leadership style, the big reason of this change is that the
changes which are occurring in today scenario is at rapid rate which eventually force the
employee to take a supportive style do that they can support the employee at every stage.
REFRENCES
Books and Journal
Holten, A.L. and Brenner, S.O., 2015. Leadership style and the process of organizational change. Leadership &
Organization Development Journal. 36(1). pp.2-16.
Joshi, A., 2018. Digital technologies for enhancing customer experience. Sansmaran Research Journal, pp.1-8.