By applying the concepts in this book, organizations can use customer service as a powerful tool for establishing and maintaining a distinct brand identity.

Positive Organizational Scholarship is a path-breaking scholarly volume exploring the dynamics in organizations that lead to extraordinary individual and organizational performance.

At a time of increasing concern about ethics at the top, The Serving Leader makes the case for an approach to leadership that is both more moral and more effective than the ruthless, anything-for-the-bottom-line approach that has brought disgrace—and often ruin—to many once-mighty organizations.

The fact is, because they’re the ones doing the day-to-day work, front-line employees see a great many problems and opportunities that their managers don’t. But most organizations do very poorly at tapping into this extraordinary potential source of revenue-enhancing and savings-generated ideas.

This updated edition of a modern classic on followership provides the keys to creating an environment in which leaders are vigorously supported in pursuing the organization’s mission and courageously confronted when their actions threaten the organization’s well-being.