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Self-Leadership and Empowerment: Lessons from Service Firms

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Soumaya Ben Letaifa

    (ESG-UQAM
    University of Geneva)

  • Jean-Yves Mercier

    (University of Geneva
    University of Geneva)

Abstract

This chapter explores how more than ever, in the post-COVID era, managers and leaders need to develop self-leadership. High levels of self-awareness enable managers to be impactful, as they are aware of their behaviors, are able to focus on their motivations, and know how to leverage social and emotional resources to implement action plans. Unleashing every aspect of individual potential will result in more capacity for initiative and innovation, confidence, serenity, and better management of personal energy, and will lead to collective resilience and agility. The authors draw on a case study of an airline to highlight how, in a context of unprecedented crisis, self-leadership leverages resources at the individual level and then creates collective loops of agility and resilience.

Suggested Citation

  • Soumaya Ben Letaifa & Jean-Yves Mercier, 2022. "Self-Leadership and Empowerment: Lessons from Service Firms," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 317-333, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_17
    DOI: 10.1007/978-3-030-91828-6_17
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