人间烟火的“掌柜”逻辑——高接触型服务业经验型领导力的质性研究

Abstract

"Under the dual transformations of urbanization and socioeconomic development, China's high-contact service industries—represented by dine-in catering and in-person education—face conflicts and pressures between technological adoption and humanistic values. Experiential talents with rapid adaptability have emerged as pivotal hubs bridging technology and service. However, traditional leadership theories lack systematic research on the dynamic development mechanisms of frontline experiential talents, failing to align with industry evolution and digital transformation. This underscores an urgent need to expand the theoretical connotation of leadership.
This study employs qualitative research methods to deeply explore the leadership dynamics of experiential store managers in high-contact service industries. A sample of 111 store managers from international cuisine (Western and Japanese) restaurants in Beijing and Shanghai was selected, generating 1.6892 million Chinese characters of first-hand qualitative data through in-depth interviews. The research focuses on profiling experiential leaders and mapping their growth trajectories, providing an empirical foundation for theorizing the formation, function, and evolution of leadership.
For data analysis, a hybrid coding system—integrating open, axial, and selective coding—was applied. Both manual and AI-assisted approaches were utilized to systematically code the interview content, yielding 249 open codes, 94 axial codes, and 34 selective codes.
Theoretically, this study innovatively proposes the independent paradigm of ""experiential leadership"" and constructs a closed-loop evolutionary mechanism of ""practice-cognition-repractice,"" enabling the operational transfer of leaders' tacit knowledge into organizational explicit knowledge. This addresses gaps in existing theories while offering a framework aligned with Chinese management practices to guide both individual career development and organizational sustainability.
Practically, the study identifies core characteristics of store manager leadership in high-contact service industries and develops a talent profile model. It further proposes four sub-models depicting leadership features and pathways across different stages, revealing a dynamic evolution path: ""formation → selection → function → upgrade."" These culminate in an overarching ""Store Manager Leadership Flywheel"" model, driven by dual internal-external cycles. This model transforms ""labor costs"" into ""value engines,"" propelling organizations from ""experience-driven"" to ""intelligent growth.""
Future research should deepen theoretical construction, integrate quantitative and qualitative methods, expand practical applications, and explore the synergy between leadership and digitalization."

Date of Award	30 May 2025
Original language	Chinese (Simplified)
Awarding Institution	China Europe International Business School
Supervisor	Shaohui Chen (Supervisor) & Ho Kwong Kwan (Supervisor)