In the two triangles shown in the figure, the arrows represent people in the various layers of an organizational hierarchy. You will notice that in both triangles there is the same number of people in the same positions in the hierarchy. Yet I’ve learned that a structure similar to the left-hand triangle is likely to suppress or disable a service culture, whereas one similar to the right-hand triangle is likely to enable or enhance a service culture. This fact has very little to do with whether the leader is at the top or the bottom of the structure. That’s relevant from a figurative ...
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