Effective Multi-unit Leadership : Local Leadership in Multi-site Situations Hardback
by Chris Edger
There is a growing recognition of the increasing importance of 'local leadership' practice within multi-unit service contexts, given the threat to costly land-based retail infrastructures from smart technologies.
Multi-site organizations are economically significant, but currently under-researched and poorly understood.
In Effective Multi-Unit Leadership, Chris Edger looks at that key managerial cohort in the retail, hospitality and service sectors operating between the centre and unit - the Multi-Unit Leader (MUL).
This district, area or regional manager, is tasked with maximising revenue and profit from a complex and ambiguous positional space, being sandwiched between the centre and unit, facing the MUL paradox: how do they motivate unit managers and team members to provide great service whilst simultaneously fulfilling the Centre's compliance agenda?
Based on extensive case study research across a range of multi-unit service organisations, Edger advances an Integrated Model of MUL that elucidates how key activities (sales-led service, systems and standards - 3Ss) are driven through behavioural practices (commitment, control and change - 3Cs) underpinned by MUL personal characteristics (expertise, emotional intelligence and energy - 3Es). Central to this model is the notion of 'portfolio optimisation through social exchange' (POSE) where MULs apply 'local leadership', leveraging their portfolios through the deft application of exchange-based currencies.
Replete with case studies, Effective Multi-Unit Leadership will appeal to high potential unit managers; existing multi-unit leaders who want to improve their performance levels; and retail/service directors wishing to train and coach their direct reports; as well as business educators and those with an academic interest in organisational studies.
- Format: Hardback
- Pages: 328 pages
- Publisher: Taylor & Francis Ltd
- Publication Date: 28/09/2012
- Category: Business strategy
- ISBN: 9781409424321
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