After reading this chapter, you should be able to:

14.1  Explain the overarching framework of the three S’s—strategy, staffing, and systems.

14.2  Identify the challenges leaders of service firms will face in the future.

14.3  State the importance of innovation and managing change.

14.4  Differentiate between leading and managing.

14.5  Identify the key factors for service leadership.

14.6  Discuss the reasons why “it all ends with the guest.”