Session 3We conducted semi-structured, qualitative interviews with 17 Hong Kong based middle to senior managers from diverse service sectors. Based on their explanations and illustrations, we identified four practices that were common to many of the service leaders as key means for helping their respective organizations to maintain competitiveness while benefiting customers and end-beneficiaries. The practices were: entrepreneurial spirit and mindset, distributed leadership, building and sustaining productive relationships with customers as strategic partners, and a caring and respectful disposition.published_or_final_versio
