Leadership and Management for Service Industries

This presentation explores the application of different classical management theories in service industries, the role of leaders and various leadership styles. It also reviews management and leadership styles in the service sector.

Leadership and Management for
Service Industries
(Task 1)

TABLE OF CONTENT
Introduction
P1) Application of Different Classical Management Theory in Service
Industry
P2) Role of Leader and Various Leadership Styles
P3) Reviewing Management and Leadership Styles in Service Sector
M1) Management and Leadership Styles Relating to Organisational Culture
and Structure
D1) Evaluation of Organisation’s Current Leadership and Management Styles
Conclusion
References

INTRODUCTION
Leadership can be defined as the process with the help of which an
individual influences the minds of other people in the way which the leader
wants from them to do. On the other hand, management can be defined as
the process with the help of which different tasks, activities and works of
an organisation are managed in an efficient and effective way for the
smooth running of the organisation.

P1) Application of Different Classical Management
Theory in Service Industry
The employees working in an organisation have some of their own physical and
social needs and they does not take into account the job satisfaction that they
receives from performing their job. Instead the main focus is on centralised
leadership, decision making, profit maximisation and specialisation of labour.

Contd.....
Weber Theory of Bureaucracy- The following theory puts its focus on the
division of labour rules, impersonal relationship and hierarchy. This theory is
based on the belief that power impacts negatively on the working and sincerity
of employees to follow the rules and regulations made by an organisation.

Contd....
Fredrick Winslow Taylor's Scientific Management Theory:
The following theory was propounded by Taylor and the main goal of
this theory was to increase the efficiency of the work of employees and
finding out the most efficient way to perform a job. The theory of Taylor
was also dependent on various principles and the discussion of which is
provided as under:

P2) Role of Leader and Various Leadership Styles
In service industry, the main focus of organisation is on making improvement in
the level of satisfaction of the customers that they get from making use of the
services of the organisation. In order to gain competitive advantage it is
important for the companies to make their focus over the performance and
profitability of the organisation.

CONTINUE....
Role of leader
Motivation Improvement: It is the role of leader to improve motivation of
employees by creating positive environment and spirit in the employees of Wa-
Pila Hotel.

CONTINUE....
Authoritarian Leadership Style: The
following leadership style says that
the main focus of leaders in this
leadership style in on the outcome
and results of the work of employees.
Participative Leadership Style: In
this leadership style, the
suggestions and guidance of
employees are also appreciated
in the decision making process of
the organisation.

P3) Reviewing Management and Leadership Styles in
Service Sector
Leadership Styles:
In context of Wa-Pila Hotel the use of participative leadership style is done. It is
so because the change in the organisation is not much complex so it will be easy
for the employees to accept the changes easily. Employees of Wa-Pila Hotel
consults to their managers in order to perform accurately the tasks they are
provided with.

Contd....
Management Styles: In order to create positive impact of digital technology on
the working of employees, the Wa-Pila Hotel has made use of Democratic and
Autocratic Leadership Styles. There are some changes in which are complex
and are not easy for the employees to adopt them.

Continue...
Past Leadership: In comparison to the earlier times in the organisations,
there has come a lot of difference in the leadership styles that has been
adopted in the organisation for getting the work done from the
employees. For example, the Autocratic Leadership Style was used in the
earlier times as the business size was small and the employees do not
have much knowledge about the working and the work was also related
to man power not the mind power.

Continue...
Present Leadership: Looking at the current scenario of the businesses, the
employees are more talented than that of earlier times and with the changes in
the abilities of employees, the leadership style adopted by the companies has
also been changed which is Democratic Leadership Style. Under this leadership
style, the suggestions of employees are also taken into consideration and are
also appreciated because of increase in their skills and competencies that made
them to be included in the decision making process of the company.

Continue...
Future Leadership: In today's world, the technology is becoming more faster and
faster and in the future, there are chances that more changes could be possible in
the near future. So looking on these conditions, the most suitable leadership
style in the future will be Situational Leadership Style. Under this leadership
style, the leader makes changes in their leadership style in accordance with the
situations prevailing in front of the organisation. There will be no fix leadership
style to be used in the organisations and in the future there are chances that this
leadership style will be able to fulfil the needs of organisations.

Analyzing Leadership and Management Style
There are different leadership and management styles with the help of which their use
is made depending upon the situation which have been confronted by the managers
of an organization. The role of management and leadership style is important
because it makes it easier to make accomplishment of different tasks in the
organization in an appropriate manner. As with the help of democratic leadership
style, it is made possible to make improvement in the culture and environment of
the organization along with making easier for customers to get good services.

Evaluation of Current Management and leadership Skills
As Wa-Pila Hotel is making use of Democratic Leadership Style in the working of the
organization so this will help in maintaining proper relation with the employees and
to provide employees with some authorities and responsibilities that will make
improvement in their skills and abilities. Taking an example of installation of new
machinery and equipment's in the organization will tend to change in leadership
styles that will help employees in putting their questions and queries and make the
adoption easier and quicker best in the interest of organization as well as employees
also.

CONCLUSION
From the above assignment, it has been concluded that management and
leadership are an important part of an organisation that helps in the
successful running and growth and development of the organisation.

REFERENCE
Yee, R. W. and et. al., 2013. The relationships among leadership, goal
orientation, and service quality in high-contact service industries: An
empirical study. International Journal of Production Economics. 141(2).
pp.452-464.
Clark, D. M., Silvester, K. and Knowles, S., 2013. Lean management systems:
creating a culture of continuous quality improvement. Journal of clinical
pathology. 66(8). pp.638-643.

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