Leadership and Management for Service Industry

This report discusses the various classical management theories, role of leaders and different leadership styles in the service industry. It assesses the current management and leadership styles in a particular service sector and evaluates the internal and external factors influencing management styles and structures. It also provides insights on the future management and leadership skills required by the service sector.

Leadership and Management
for Service Industry

Table of Contents
Introduction......................................................................................................................................1
Explain various classical management theories.....................................................................1
Assess the role of the leader and different leadership styles..................................................2
Discuss management and leadership styles in service sector.................................................3
Evaluate management and leadership styles in a particular service sector in context to
organisational structure and culture........................................................................................4
Assess the internal and external factors that influence management styles and structures in
service industry.......................................................................................................................5
Examine the internal and external factors influencing management style and structure in
chosen service industry analysing the strength and weaknesses............................................6
Discuss current management and leadership ‘hard’ and ‘soft’ skills.....................................7
Assess the future management and leadership skills required by the service sector..............8
Assess current and future management and leadership skills that are essential for the service
sector.......................................................................................................................................9
Explain various service industry organisations changes management system and also
leadership in implementing change........................................................................................9
Evaluate how change management affects management and leadership skills and styles...11
Conclusion.....................................................................................................................................11
References......................................................................................................................................13

Introduction
Leadership and management are the essential part in the growth and development of the
business, the leadership is the process of leading, influencing and motivating employees towards
achieving desired growth and success whereas the management is the process of managing,
controlling the employees of the organisation. the manager follows the policies and rules
implemented in the organisation. For this report Dorchester hotel is taken into consideration. The
Dorchester is the top five star hotel in London considered to be one of the luxurious and
expensive hotel founded in 1931 continuously offering quality and value added services to its
customers in order to enhance their experience. This report highlights the various classical
management theories along with the role of the leader and various leadership styles. Also the
management and the leadership styles in a specific sector are also highlighted. In addition to this
various internal and external factors influencing the management style and structure along with
the management and leadership soft and hard skills are also highlighted also the future
management and leadership skills required and the comparing the various services industry
organisations change management system and leadership in implementing the change is also
highlighted in this report effectively.
Explain various classical management theories
The classical management theory is defined as the kind of management style that includes
the leadership, particular activity which helps in enhancing the overall productivity of the
company, it is the type of the management theory which is founded on the basis of idea such as
the scientific management should be in order to evaluate the method through which the functions
and the workforce of the organisation needs to be chosen in order to complete the task depending
on their expertise and the specification effectively (Antony, 2018). In context to the Dorchester
hotel, the classic management theories is highlighted below:
Scientific management theory: The scientific management theory was given by the Taylor
(1909-1911), this states that the through analysing and evaluating the job effectively and
scientifically the most optimal method in order to complete the task. According to the taylor,
through organising the task or the job in the effective manner would lead to enhancing the
organisations effectiveness, also attracting the employees with the extra pay also which helps in
motivating the employees towards achieving desired goals and objectives. In context to the
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Dorchester hotel, the employees are continuously motivated through offering various incentives
and monetary benefits effectively (Bachrach and Mullins, 2019).
Administrative management theory: The another theory is the administrative management
theory, this theory was given by the Fayol (1916), he was considered to the father of modern
management, this theory was an attempt to analyse the rational method to create an organisation
as a whole, he believed that the large amount of emphasis should be put on the business
management and also on the human and behavioural aspects of the business organisation. This
theory focus on enhancing the efficiency of the management first in order to standardised the
processes and after then only moves to the operational level under which the employees are
learnt to implement the changes effectively. Fayol has given main six functions of the
management such as planning, organising, staffing, directing, controlling and coordination also
given 14 principle of management such as division of work, authority and responsibility,
discipline, unity of command, unity of direction, subordinate of individual interest, remuneration,
centralization, scalar chain and order, also other includes the equity, stability of tenure, initiative
and spirit de corp.
Bureaucratic management theory: The another theory is the Bureaucratic management
theory which was given by the Max Weber (1938) who was a German Sociologist and also a
political theorist, this theory is mainly related to the structure and administrative method of the
business organisation, this theory allows to focus on the delegation of authority and
responsibilities thus delegating the responsibilities to the employees within the business
organisation effectively. In addition to this the most essential to run a business is to structure it
into the hierarchy with the strict rules and regulations (Baker, 2020).
Assess the role of the leader and different leadership styles
A leader is someone who has the ability to lead, influence other team members effectively
and also someone who continuously motivate others to achieve desired goals and objectives of
the business organisation working towards enhancing the overall performance of the
organisation, in context to the Dorchester hotel, leaders of the hotel plays an essential role in
managing the team members providing consistent and continuous guidance to the team members.
The leaders of the hotel provides the clear and essential direction to the team members along
with ensuring that the team members understand, embrace and continuously work towards
achieving set goals and objectives effectively. The another role of the leader is to set the targets
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to be attained also offering required resources to the employees in the organisation. In addition to
this the leaders are equally responsible for growth the organisational structure, job responsibility
and also analysing the situation and talking the right decision also providing right and required
support to the team members so as to produce the high quality outcomes. In context to the chosen
hotel, the various leadership styles are highlighted below:
Transformational leadership: The first type of the leadership style is the
transformational leadership, under this the leaders encourages and inspires and also motivates the
team members to create and innovate the required changes in the organisation which will be
helpful in the growth and success of the business organisation (Chan, 2020). In context to the
Dorchester hotel the leaders motivate their employees to continuously work towards achieving
the desired gaols through offering them the learning atmosphere also making them aware of their
strength.
Democratic leadership: The another type of the leadership style is the Democratic
leadership style, these type of the leaders allows their employees to participate in the decision
making process, each and every employee is given a chance to participate in the discussion. In
context to the chosen hotel, team members are appreciated and motivated to participate in the
discussion and also given chance to participate in the decision making.
Autocratic leadership: The last one is the Autocratic leadership, under this the leader has
all the control and authority all the decision taken by him without consulting with anyone else.
The leaders set the rules and policies in the organisation and expecting the team members to
follow the rules set by him.
From the above it is analysed that in order to grow and be successful it is essential for the
business organisation to adopt effective leadership style which will allow them to effectively
lead and motivate their employees towards achieving desired goals and objectives. in case of
chosen hotel, choosing the right leadership style will allow them to manage and lead the team
effectively and also enhance the overall performance of the organisation.
Discuss management and leadership styles in service sector
The management and leadership style in the services sector plays an essential role in
managing and leading the employees effectively and also enhancing the overall performance of
the services industry. There are number of leadership and management styles adopted by the
service industry to enhance their productivity. In case of Dorchester Hotel, the hotel follows the
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democratic and transformational leadership style to lead and motivate their employees to achieve
the desired goals and objectives (Field and Brown, 2019). As the democratic leadership allows
the hotel leader to motivate their employees to participate in the group discussion also allowing
team members to participate in the decision making. The leaders of the hotel are honest and
follows their moral and value in their working as their believe to do their work in the ethical
manner. These kind of leaders often believe in the equal participation and not in imposing any
kind of authority on the employees as they think that the equal participation will lead to
enhancing the moral of the employees and leading them towards working more harder. The
another type of the leadership style followed by the hotel is the transformational leadership, this
type of leadership allows leaders to motivate and inspire the employees to work towards creating
and innovating the required changes in the organisation and also working towards brining
transformation in the organisation, this type of leadership will help company to gain competitive
advantage in the market and also enhance the overall profitability of the company. The
management of the hotel is well structure and systematic allows effective working and
operations, the management of the hotel creates healthy and effective workplace environment
which leads to the smooth functioning of the work through the employees also the well
structured functions and operations makes it easy for the employees to have clarity about their
work leading towards enhancing the overall performance of the organisation (Guthrie and
Jenkins, 2018). in addition to this the leadership style makes it easier to the hotel to have the
right leader according to the situation who has the ability to handle the work and the employees
effectively and also motivating them continuously towards desired goals and objective which
automatically leads towards increase the performance of the hotel. such as the supportive
leadership style allows the leaders to build effective relationship with the employees and support
them towards achieving desired goals and objectives, also the democratic leadership style allows
its employees to participate in the decision making and allowing to equally participate in various
activities.
Evaluate management and leadership styles in a particular service sector in context to
organisational structure and culture
From the above it is analysed that there are various kind of leadership style used by the
leaders, in case of Dorchester hotel the leaders use the transformational and democratic
leadership style. The transformational leader allows employees to bring new and innovative
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change whereas the democratic leaders motivate employees to participate in the decision making
process and ensures their equal participation. The leaders motivate employees to achieve desired
goals and enhance overall performance of the hotel, the management of the hotel is well structure
and systematic. The leadership style chosen by the hotel helps in their continuous growth and
development (Hermawati, 2020).
Assess a particular organisations current management and leadership styles making links to
theorists and giving evidence of organisational practice
In context to the Dorchester Hotel, the transformational and democratic leadership style
is followed as the transformational leaders allows to bring changes and the democratic leaders
allows equal participation in the decision making. In addition to this the hotel is based on the
administrative management theory because the leaders focus on managing and focusing on the
management as well as on the employees, the democratic leaders mainly focus on the enhancing
the performance of the employees through motivating them for equal participation.
Assess the internal and external factors that influence management styles and structures in
service industry
The service industry which includes hospitality is continuously working towards offering
vast number of services to their target customers effectively in order to enhance their services.
The hospitality industry offers number of services to their customers such as accommodation,
lodging, food and drink services and also front office and back offices services provided to them.
But there are number of internal and external factor directly influencing the functioning of the
service industry (Heyler and Martin, 2018). In case of the chosen industry some of the internal
and external factors are highlighted below:
Internal factors:
Employees engagement: The employees engagement plays an essential role in the
growth and development of the organisation, positive employee engagement will lead to
enhancing the overall performance of the company and offering excellent results. Manager needs
to ensure that there is continuous flow of communication among employees and they motivated
to achieve desired goals and objectives also manager needs to avoid any kind of communication
gap and should inform about the sustainability, proper structure and clarity of role with lead to
enhancing employees engagements. Ineffective employees engagement will directly influence
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the management structure as they will need to implement essential strategy to manage the
employees.
Culture of the company: The culture of the company includes the norms and value
prevailing in the company helps in forming the overall healthy environment in the company, the
manager of the chosen hotel needs to ensure that the dynamic culture is motivated in the
company also the effective structure of the company will directly influence the culture of the
hotel. The leadership and the management style directly influence the organisational culture, the
management needs to clearly provide the essential structure with its mission and vision
statements so as to create effectively working culture.
Organisational structure: The another internal factor influencing the management style
and structure is the organisational structure, in case of chosen hotel having effective structure
leads to having clarity of roles and responsibility to be carried out by the employees and the
manager, it will help the manager to plan and organise things effectively and accomplish
organisational objectives effectively. the organisational structure has direct impact on the
management style which is required to be optimised by the business organisation. any kind of
misfit among the management style and the organisational structure will lead to poor functioning
of the chosen hostel and effecting the profitability of the company.
SWOT analysis:
I am working as an executive manager in Marriott international. During my working, I
have identified the performace of company which is elaborated through SWOT analysis:
Strengths: Mariott international is a well known company with positive market image which is
helpful in attracting more number of buyers. It has presence throughout the world which
significantly contributes in building positive reputation of organization in market place.
Weaknesses: They are focusing over expansion. In present time, Mariott has been expanded so
much that they are not able to pay significant attention towards quality of services. Marriott has
been faced enormous controversies which is negatively affecting their brand image.
Opportunties: Changing mind set of people is the biggest opportunity for Marriott. Now, people
are likely to stay at luxury hotel while going out with family. Increasing in global travel is also a
great opportunity of growth for organization.
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Threats: Competition is the biggest threat for Marriott as there are several other companies such
as Hyatt, Hilton & more are present in market place which is a great source of competition for
company.
External factors:
Managing diverse talent: With growing globalisation the management has to deal with
the diverse employees, in order to gain competitive advantage and continue to grow it becomes
essential for the business to manage their diverse talent. Workforce from the diverse background
will have their own creative ideas and perspectives informed by their own cultural aspects which
leads to influencing the organisational structure and managers planning and organising, it will
force the manager to create healthy and cooperative working environment. In case of chosen
hotel, they needs to manage their diverse talent through offering them required benefits and
motivating them as not doing so will directly influence the structure of the company and its
profitability.
Technological advancement: With growing use of technology, it becomes essential for
the chosen hotel to adopt new and advance technology in order to gain competitive advantage in
the marketplace, not adopting the new technology will effect the functioning and profitability of
the business, the technological advancement leads to encouraging new roles and responsibility
with in the business organisation as new technology requires new skills and task from the
employees, it makes company makes more efficient but whereas any kind of digital and
innovation disruption will directly influence the organisational structure, forcing manager to
revaluate their strategy (Iveroth and Hallencreutz, 2020).
Environmental factors: There are various environmental factors present outside the
business environment such as the political changes, social changes which directly influence the
organisational structure and organisational style. Any change in the environmental factor will
directly influence the profitability and productivity of the business and also impacting on the
organisational structure and governance also present operations and long term sustainability of
the business. in context to the chosen company, manager needs to plan and implement essential
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strategy to deal with the changes and organisational structure should support the changes
effectively.
Examine the internal and external factors influencing management style and structure in chosen
service industry analysing the strength and weaknesses
There are number internal and external factors available in the inside and outside business
environment which will directly influence the management style and the structure of the chosen
company. In case of Dorchester Hotel the external factor such as political, economic and culture
factor will influence the functioning of the business. any change in the political and economic
factor will affect the profitability of the company as well as will work as its weakness, also not
handling the dynamic culture will also work as the companies weakness. But in case of its
internal factors the company has loyal and hard working employees. The employees are the main
strength of the company, in addition to they are also motivate though achieving desired goals.
Significantly evaluate how particular management styles have been influenced and changed by
internal and external factors.
In context to the Dorchester the various internal factors such as employees and their
motivation also the external factors such as political, economic and cultural factors directly
influence the management style of the organisation and also the internal factors such as the
employees also equally influencing business (Kerzner, 2018). The decision making and the
management style of the management are influence by the internal ands external factors as they
have to take decisions and manage the team accordingly.
Discuss current management and leadership ‘hard’ and ‘soft’ skills
The skills are the ability to use one’s knowledge and information in order to complete the
task without any error and mistakes and producing better results effectively. there are mainly two
kinds of skills soft skills and hard skills. The soft skills are kind of skills which are generally less
defined and applied not only to any one specific job, whereas the hard skills are defined as the
kind of skills which are talents and ability of an individual which can be measured effectively.
these kind of skills are for a specific job and enhanced through learning or training (Le and Lei,
2018). Some of the current management and leadership hard and soft skills in context to the
chosen hotel are highlighted below:
Hard skills
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Hard skills shows that an individual has the ability, knowledge of practical and the
technological aspects of the organisation. in case of the chosen organisation the leaders and the
manager of the hotel has hard skills which leads them towards achieving desired goals and
objectives and easily carry the technical works more smoothly. Some of the hard skills are
highlighted below:
Computer skills: with increasing use of technology and the internet all the work has to be
done through the use of computer so it becomes essential for the manager to have computer skills
in order to do the technical work effectively. In case of Dorchester hotel the manager has the
effective computer skills which allows them to do work on the computers effectively.
Project management skills: Another hard skill is the project management skills, the
manager has to handle a number of projects and needs to provide excellent results and in order to
do so they should have the project management skills which will help them to analyse the
various concepts, technical terms and effectively carry out the project. In case of the
Dorchesterhotel, manager has the ability and skills to handle given projects smoothly and
effectively.
Management skills: The last hard skills is the management skills, manager and the
leaders should have the ability to manage and control the various activities in the organisation, he
should have ability to effectively mange various activity. In case of chosen hotel, the manager of
the hotel has the management skills which helps to manage the activity (Megheirkouni, 2020).
Soft skills:
The soft skills are the kinds of skills which helps in building the overall personality of the
individual and having effective impression on the others. In case of Dorchester the leaders and
manger has set of soft skills which allows them to easily carry out the various activities. Some of
the soft skills are highlighted below:
Effective communication: The effective communication skills will allows individual to
share and exchange their ideas and information with other party. The manager and leaders of the
chosen hotel having effective communication skills will allows them to communicate the
important ideas and policies to the employees.
Problem solving: The problem solving skills allows leaders to analyse the situation and
solve the problem effectively. having this skills will help the leaders of the chosen hotel to
analyse the situation and take corrective measures.
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Decision making: The last one of the decision making skills, this is one of the essential
skills required by the manager and leader to take the correct decision as per the situation, for the
effective implementation of strategy in the chosen hotel, it is essential for the manager to take the
right decision (Murray, 2018).
Assess the future management and leadership skills required by the service sector
There are number of skills possessed by the leaders and managers in the services industry
which helps them to work smoothly and effectively and also allows them to work towards
achieving desired goals and objectives. But with the increasing change in the services industry
the manager and leaders needs to regularly update their skills which will help them to continue to
gain competitive advantage in the marketplace. such as the increasing use of technology and with
the world shifting towards the advancement of new technology specially in the services sector
the manger and leader should also adopt various new skills for the future development. there will
be many skills required by the leaders and manger in the service industry such as the tech
management skills which will allows manger to continuously update themselves in term of new
operating system, the increasing use of the AI technology will provide easy way of doing things
and helping business to gain competitive advantage in the industry. So in order to effectively
work with these new future technology, they needs to have effective tech management skills. The
soft skills would be important character attributes for the workforce in order to enhance their
potential. As the technical skills the various soft skills will be the main traits for the managers
and the leaders to enhance themselves for the future requirements, various soft skills includes
communication, listening, positive attitude, decision making skills and also the time management
skills (Quaye and Mensah, 2019). The increasing advancement of technological tools will assist
in handling technical problems and will also help manager to measure soft skills, the manager
also needs soft skills to understand their employees and also their learning capabilities. In
addition to this with increasing remote working and new modes of operating team needs to
largely collaborate more with the contractors, consultants and various other parties and to do this
effectively the manager needs to learn to build the cultures and healthy work environment also
they needs to enhance their diverse team management. This skills will helps the managers to
manage their diverse team effectively. And to achieve these skills effectively the manager
requires continuous training as per the requirement which will helps them to enhance their skills
and knowledge. The continuous training and development through online courses or attending
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various online lectures from experts will help manager to achieve required skills and knowledge
and will leads them towards performing better and achieving desired goals and objectives
(Schmidt and Baumgarth, 2018).
Assess current and future management and leadership skills that are essential for the service
sector
From the above it is analysed that there are various current and future management and
leadership skills which are essential for the service sector, such as in case of Dorchester the
leaders and the manager of the hotel has various hard and soft skills such as the hard skills
including computer skills, project management skills and management skills which will help
them in handling the technical and practical work more effectively and also the soft skills like
communication skills which will help in effectively communicate and share ideas also problem
solving and decision making which will allows in solving the problem and taking the right
decision. With changing trends in the industry and advancement of the technology there are
various future skills that will be essential such as tech management skills to handle the change
technology and also diverse team management skills also to handle the diverse and remote team
effectively.
Explain various service industry organisations changes management system and also leadership
in implementing change
Change management is defined as the ways in which the business organisation describe,
evaluate and implement the change within the organisation. Managing the change and
developing an essential structured approach to will help in implementing the necessary change in
the organisation (Tuan, 2020). The change management helps managing the change through
effectively communicating about the change to the employees making them understand about the
need for the change, why it is necessary and also providing required training so that they can
handle the change and accept it effectively. Also help manager to handle the pre and post change
processes also ensuring the successful implementation of the change. Effective coordination in
the organisation is one of the main factor which leads to the effective change management in the
organisation. In case of Dorchester hotel, the hotel continuously scan the environment and
requirement implement the changes necessary in order to gain competitive advantage, the hotel
has effective change management system which allows them to monitor the change and
communicate the change to the employees so that they can understand the needs for the change
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work towards implementing the change (Yıkılmaz and Sürücü, 2021). In addition to this the
required training is also provided to handle the change. In order to understand the change
implementation in Dorchester and Savoy hotel the Lewis change management model is taken
into consideration:
Lewin’s change management model: This model helps in understanding the change and
implementing it in the organisation, it helps in analysing the various aspects included in the
change process such as understanding the change, moving to new change, accepting it and
implementing it mainly includes three stage as highlighted below:
Unfreezing: This is the first stage of the change, under this individual understand the
need for the change, it is the willingness of an individual to change also involves understanding
the need for the change. In case of Dorchester hotel, the leader communicate the necessary
change to the employees so that they can understand the need for the change.
Change: Under this the change is actually implemented in the organisation, includes
effective planning, communication about the change and employees are motivated to accept the
change. In case of chosen hotel, the leader provides required training to the employees so that
they can work towards successful implementation of the change.
Refreezing: During this stage the change is being implemented and employees has
accepted that change. In case of the chosen hotel, the leader evaluate and manage the change
after its implementation for the better results.
From the above, it is analysed that the model helps in understanding the change and
implementing it effectively. in case of Dorchester and Savoy Hotel, the leaders of the hotel
ensures that necessary change is being implemented in the hotel for smooth functioning, the
leader communicate about the change to the employees so that they can understand the need for
the change. The savoy hotel has their own change management program which helps them to
handle the change, whereas the Dorchester hotel follows the Lewin’s change management model
to implement the change. The hotels management has required skills and training which helps
them to implement the change in the hotel.
In order to implement the changes in the organisation the Dorchester will develop and
implement the a new self check in method, and in order to do so the Kotter's change management
model is highlighted below:
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Kotter's model: It is one of the essential model used by the business organisation in order to
analyse and evaluate the enhancement of the new system effectively, it mainly includes eight
steps, in context to the chosen company the eight steps are highlighted below:
Urgency: The chosen hotel requires the change management in order to enhance their
performance and improve their product quality and achieve desired goals and objectives. The fist
step involves under which the main focus of the employer is to make the employees aware of the
need or urgency for the change and accordingly motivating them towards understanding the
change. Leaders use their power to motivate employees.
Coalition: under this step in order to effectively carry out the activity the leaders divide
the team on the the basis of same skills and knowledge, the members having same skills and
knowledge are divided in the same team so that they can work effectively. In case of Dorchester
hotel, the the delegate leadership style will be used in order to ensure the change is supported
effectively.
Visual perception for change: The management ensures that the employees of the
organisation are given the right vision so that they can effectively work towards goals and
objectives. In case of chosen hotel the transformational leadership style can be used in order to
motivate employees and get the advantages of self check in system.
Interpretation of visual perception: It is very essential for the business organisation to
have the self check in system, in case of Chosen hotel in order to implement the system the
autocratic leaders will discuss the change with the employees and it benefits in the organisation.
Mitigation issues: The management needs to ensure that any kind of communication gap
should be avoided in the organisation and in order to do so the chosen organisation will use the
autocratic leadership to ensure that team work and smooth flow of communication avoiding any
kind of communication barriers.
Short term benefits: The another step is the short term benefits, under this the effective
innovation is essentially implemented in the operational process of the business organisation
through encouraging the employees to accept the supervision of the leaders which leads to
enhancing the overall productivity of the business.
Develop the change: In this step in order to operate the new system in the business
organisation the required training is provided top the employees, the training will help the
employers to work effectively and carry out their work smoothly and effectively.
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Implementation of change: The last step is the implementation of the change, under this
step once the employees are self motivate and required training is given to the employees to
understand and accept the change, the chosen hotel will implement the change in the
organisation effectively.
Evaluate how change management affects management and leadership skills and styles
From the above it is analysed that with the growing market necessary changes are very
essential in order to continue to grow and develop but implementing the change is very crucial
process, the change management helps in understanding, analysing the change and also helps in
implementing it. The any kind of change directly influence the management and leadership skills
and styles, as for understanding and implementing the requires essential skills and abilities of the
leader or manager (Zhu and Zhao, 2020). They needs to communicate the change to the
employees make them understand the importance and need for the change, also provide them
required training so that they can smoothly in the implementation of the change. The leaders and
manager of the Dorchester hotel plays an essential role in the implementation of the change in
hotel using their abilities and skills.
Significantly assess how, in response to change, management and leadership skills in the service
sector have developed
With the increasing and changing environments the change are very essential in order to
cope up with the changing environment effectively. the change helps in gaining competitive
advantage in the marketplace, the change has allowed the managers to enhance their
communication skills to effectively communicate about the changes and also management skills
to mange the team. In addition to this it also helped managers to take effective decisions
regarding the change.
Conclusion
From the above report it can be concluded that the leadership and management are the most
essential tool for the growth and success of the organisation it helps in enhancing the overall
performance of the organisation and also motivating them towards achieving set goals and
objectives. This report helps in analysing detailed analysis of the leadership and management and
also various classical management theories along with the roles of the leader and various
leadership styles. The leadership style in the particular service sector is also highlighted in this
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report. In addition to this, under this report various internal and external factors influencing the
management style along with the current management and leadership hard and soft skill is also
highlighted in this report. further more the future management and leadership skills required by
the service sector along with the various service industry organisational change is also explained
in this report.
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