Leadership and Management Theories for Service Industry Analysis

This presentation examines leadership and management principles within the service sector, focusing on Wa-pila Hotels as a case study. It begins by defining management and leadership, then delves into classical management theories such as administrative and scientific theories. The presentation highlights the roles of leaders and managers, contrasting their approaches and attributes. It further reviews motivational theories, including Maslow's hierarchy of needs and Herzberg's two-factor theory, to understand their impact on employee satisfaction and performance. The conclusion summarizes the application of these theories and styles in service organizations to improve performance. This presentation offers valuable insights into effective management and leadership skills within the service industry.

LEADERSHIP AND MANAGEMENT FOR
SERVICE

INTRODUCTION
 Management is an art of managing all the activities
an organization as well as the resources in an
organization.
 Leadership is a process of influencing the people to
achieve a common objective.
 This study is based on Wa-pila Hotels which
operates in service sector industry and provides
hospitality services to the people across the world.
This presentation will be based on understanding
management theories and leadership styles for
service sector organization.

LO 1
P 1 Classical management theories in the service industry
 Administrative theory-Administrative theory being developed
by Henry Fayol suggests that there are 14 principles of
management that an organization needs to follow.
 Scientific Theory- Scientific theory by F.W. Taylor states that
more attention must be placed at the improvement of work
efficiency by the employees as they perform their activities on
daily basis. These improvements can be made using the scientific
methods

 There must be functional foremanship of supervision by
managers. This means there must be eight supervisors over an
individual that provides the instructions and directions in their
respective fields.
 The work done by an employee must be determined by using
Time, Motion and Fatigue study made by the managers.

P 2 Role of leader and different
leadership styles in service sector
Basis Leader Manager
Meaning A leader is the one that influences
his followers for the achievement
of a specific goal. A leader of Wa-
pila hotels should be able to
accomplish his tasks by
influencing his subordinates.
A manager is the person that manage
the activities of the organization that
includes planning, organizing
directing and controlling. The
manager of Wa-pila hotels must be
able to initiate these activities
efficiently.
Approach A leader of Wa-pila hotels sets
the direction for his subordinates.
A manager of Wa-pila hotels plan
details of all the activities.
Attribute A leader shows the quality of
foresightedness.
A manager has a quality of
intelligence.
Aim The main aim of a leader is the
growth and development of his
followers.
The main aim of manager is to attain
the organizational objectives.

P 3 Reviewing the management and the leadership styles in
service sector
 Maslow Motivation theory- Maslow’s theory of motivational
leadership includes hierarchy of needs that includes 5 types of
needs
 Hezberg’s Two factor theory- This theory comprises the two
factors of motivation that leads to satisfaction among the
employees as well as motivate them to perform efficiently.

CONCLUSION
 From the above presentation it is studied regarding the different
theories of management that can be used by service sector
industry. The presentation studies the roles of leaders and
managers in an organization and the difference between their
roles. The presentation concludes by observing the study of
different leadership styles, stating its advantages and
disadvantages that can be implemented by service sector
organization to boost and improve its performance.