Assignment: Leadership to Improve Quality of Service Delievery

Want create site? With you can do it easy.

Assignment: Leadership to Improve Quality of Service Delievery

Assignment: Leadership to Improve Quality of Service Delievery

Struggling to find relevant content or pressed for time? – Don’t worry, we have a team of professionals to help you on
Assignment: Leadership to Improve Quality of Service Delievery
Get a 15% Discount on this Paper
Order Now

Week 5 discussion

Leadership to Improve Quality in Diverse Situations

This week’s graded discussion topic relates to the following Course Outcomes (COs)

CO1 Propose individualized comprehensive care by integrating theories and principles of nursing and related disciplines when planning comprehensive patient-centered care (PO 1)

CO2 Demonstrate leadership strategies that promote safety and improve quality in nursing practice and increase collaboration with other disciplines when planning patient-centered care within systems-based practice (PO 2)

CO7 Compare and contrast the professional nursing roles for ADN/diploma through PhD/DNP prepared nurses in providing cost-effective, quality healthcare in structured and unstructured systems (PO 7)

Nurses demonstrate leadership in many situations For this discussion, identify only one situation from the choices below that you have not previously experienced, and tell us how the nurse could improve quality through demonstrating leadership

Communicating with legislators to influence health policy

Clinical leadership at the bedside

Nursing management of units or facilities

Impact of systems-based practice on leadership

The service sector has assumed great economic importance over the past decade and enjoys the
largest share in GDP all over the world including India. Quality has become an icon for
customers while selecting a service. Organizations today have started embarking into
multifaceted approaches to improve the quality of their services & the topic of service quality
has been recognized as one of the key strategic strength to organizations. The driving force for
superior service quality is the effort & contribution of the service staff. In order to improve &
provide excellence in service quality, it is important to focus on the process of service quality
delivery. This study focuses on the effect of leadership on perceived service quality delivery. A
conceptual model has been proposed in this regard.
KEY WORDS: leadership, service climate, employee outcomes, service quality.


1. Alharbi Mohammad and Yusoff Rushami Zien 2012 Leadership styles, and their
relationship with quality management practices in public hospitals in Saudi Arabia.
International Journal of economics and Management Sciences Vol. 1, No. 10, , pp. 59-67
2. Adil Mohd, Ghaswyneh Odai Falah Mohammad Al & Albkour Alaa Musallam (2013).
SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research
Global Journal of Management and Business Research Marketing Volume 13 Issue 6
3. Asgari Mohammad Reza (2014) The Effect Of Leadership Styles on Employees
Commitment To Services Quality In Bank Melli Branches Of Isfahan . Kuwait Chapter
of Arabian Journal of Business and Management Review Vol. 3, No.12; August. 2014
4. Bansal, Harvir, S., Mendelson, Morris, B., Sharma, & Basu. (2001). The impact of internal
marketing activities on external marketing outcomes, Journal of Quality Management, 6, pp 61-
ZENITH International Journal of Multidisciplinary Research ____________ISSN 2231-5780
Vol.7 (4), APRIL (2017), pp. 86-97
Online available at

5. Bass, B.M. (1985). Leadership and performance beyond expectations. Free Press New
York. NY.
6. Berry, L. L., Parasuraman, A. and Zeithaml, V. A. (1994) Improving Service Quality in
America: Lessons Learned [and Executive Commentary], The Academy of Management
Executive (1993-2005), 8 (2), pp. 32-52.
7. Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction
versus quality: The customer‟s voice. In Rust, R. T., & Oliver, R. L. (Eds.). Service
quality: New directions in theory and practice (pp. 72-94). Thousand Oaks, CA: Sage.
8. Bitner, M.J., B.H. Booms, and L.A. Mohr. (1994), Critical Service Encounters: The
Employees Viewpoint, Journal of Marketing, 58,Oct,95-106.
9. Bolton, R N. and J. H. Drew. (1992), Mitigating the Effect of Service Encounters,
Marketing Letters, 3,1, 57-70.
10. Borucki, C. C., & Burke, M. J. (1999). An examination of service-related antecedents to
retail store performance. Journal of Organizational Behavior, 20, 943–962.
11. Bryman, A. (1992). Charisma and leadership in organizations. London: Sage.
12. Cheung. M (2010). Management commitment to service quality and organizational
outcomes. Managing Service Quality. Journal of Marketing Vol. 20 No. 3, pp.259-272.
13. Elmayar (2011)
14. Farrell, Andrew M. and Souchon, Anne L. (1998). Service acculturation : how managers
can influence employees’ service delivery. IN: Australia and New Zealand Marketing
Academy Conference 1998. Dunedin, 1998-11-29 – 1998-12-03.
15. Farrell, Andrew M.; Souchon, Anne L. and Durden, Geoffrey R. (2001). The effect of
leadership styles on service quality delivery. IN: Academy of Marketing Conference
(AM). Cardiff, 2001-07-02 – 2001-07-04.
16. Farrell Andrew M., Souchon Anne L., Durden Geoff R (2003). The Service Leadership
Scale: A Substantive Validity Test IN: Australia and New Zealand Marketing Academy
Conference 2003. Adelaide, 2003-12-01 – 2003-12-03.
17. Gracia Esther, Cifre Eva, and Grau Rosa (2010) Service Quality: The Key Role of
Service Climate and Service Behavior of Boundary Employee Units Organization
Management June vol. 35 no. 3 276-298
18. Grönfeldt Svafa, Strother Judith (2006) Service Leadership ; The Quest for Competitive
Advantage. Sage Publications
19. Gupta Amit & Gannon Martin(2002). Effect of Service Climate on Service Quality: Test
of a Model Using Hierarchical Linear Modeling. WORKING PAPER No.202 Nov
20. Hartline, Michael D. and Ferrell, O.C. (1996), “The Management of Customer-Contact
21. Service Employees: An Empirical Investigation,” Journal of Marketing, 60 (October), pp.
22. Hogg Bill (2014). How Weak Leadership Impacts Customer Loyalty. Avalilable at
23. Hui C. Harry, Chiu Warren C. K., Yu Philip L. H., Cheng Kevinand Tse Herman H. M.
(2007), The effects of service climate and the effective leadership behaviour of
supervisors on frontline employee service quality: A multi-level analysis. Journal of
Occupational and Organizational Psychology 80, 151–172.

640 × 408


Did you find apk for android? You can find new and apps.

Calculate the price
Make an order in advance and get the best price
Pages (550 words)
*Price with a welcome 15% discount applied.
Pro tip: If you want to save more money and pay the lowest price, you need to set a more extended deadline.
We know how difficult it is to be a student these days. That's why our prices are one of the most affordable on the market, and there are no hidden fees.

Instead, we offer bonuses, discounts, and free services to make your experience outstanding.
How it works
Receive a 100% original paper that will pass Turnitin from a top essay writing service
step 1
Upload your instructions
Fill out the order form and provide paper details. You can even attach screenshots or add additional instructions later. If something is not clear or missing, the writer will contact you for clarification.
Pro service tips
How to get the most out of your experience with MyCoursebay
One writer throughout the entire course
If you like the writer, you can hire them again. Just copy & paste their ID on the order form ("Preferred Writer's ID" field). This way, your vocabulary will be uniform, and the writer will be aware of your needs.
The same paper from different writers
You can order essay or any other work from two different writers to choose the best one or give another version to a friend. This can be done through the add-on "Same paper from another writer."
Copy of sources used by the writer
Our college essay writers work with ScienceDirect and other databases. They can send you articles or materials used in PDF or through screenshots. Just tick the "Copy of sources" field on the order form.
See why 20k+ students have chosen us as their sole writing assistance provider
Check out the latest reviews and opinions submitted by real customers worldwide and make an informed decision.
Thank you to the writer and also thank you to the support team I got an A for the paper
Customer 452635, June 17th, 2022
Criminal Justice
Impressive! Will be using the service again.
Customer 452485, December 5th, 2021
The skilled writer did a great job on assignment!! Thank you!!
Customer 452547, June 16th, 2021
Thank you!
Customer 452707, April 2nd, 2022
public speaking
The work was excelent and very professional.
Customer 452653, November 1st, 2021
Human Resources Management (HRM)
Great Work!
Customer 452767, November 18th, 2022
thank you
Customer 452493, March 15th, 2021
Human Resources Management (HRM)
Thanks for your assistance and promptness.
Customer 452701, November 1st, 2022
Social Work and Human Services
Great Work!
Customer 452587, September 16th, 2021
Thanks for your support
Customer 452701, February 3rd, 2022
Not all sources were " American sources" as directed
Customer 452615, September 16th, 2021
The paper is great. Will definitely use again.
Customer 452773, May 24th, 2022
Customer reviews in total
Current satisfaction rate
3 pages
Average paper length
Customers referred by a friend
15% OFF your first order
Use a coupon FIRST15 and enjoy expert help with any task at the most affordable price.
Claim my 15% OFF Order in Chat

Get your perfect essay with a 15% discount. Use DC15


Thank you for choosing MyCoursebay. Your presence is a motivation to us. All papers are written from scratch. Plagiarism is not tolerated. Order now for a 15% discount

Order Now