What are the essential ingredients of successful service sector management? This research, conducted in 1991, delves into the perspectives of Chief Executive Officers (CEOs) in Victoria, Australia, to uncover their insights on **good management practices**. The study focuses on key skills like leadership, communication, and financial acumen. Using a generative research strategy, a free-response questionnaire captured the unprompted views of CEOs from advertising agencies, banks, airlines, and tourist companies in Melbourne. Their responses highlighted the importance of **human resource management**, **creative thinking**, and **visionary thinking** alongside traditional factors. This direct input from those at the helm provides valuable lessons about effective strategies in service sector organizations. The study's findings underscore that leadership, communication, and a customer-centric approach are crucial for success. Although the research occurred over thirty years ago, the **management practices** identified remain relevant for today's dynamic service industries. This study lays the groundwork for future investigation into evolving management techniques and their effectiveness across diverse service organizations.
The International Journal of Service Industry Management covers a wide array of topics related to service management, marketing, and operations. This paper aligns with the journal's scope by offering an empirical investigation into management practices within the service sector. While published some time ago, it provides a foundation for understanding the evolution of leadership and organizational dynamics in service industries and is still cited today.