Homework answers / question archive / Running head: SERVANT LEADERSHIP My Pleasure: Servant Leadership at Chick-fil-A Towson University Author Note 1 SERVANT LEADERSHIP 2 Abstract This study applies Schein’s (1985) model of organizational culture to Chick-fil-A and answers the question, “how is servant leadership created at Chick-fil-A?” The core value of serving others is displayed through the leadership of Chick-fil-A through servant leadership

Running head: SERVANT LEADERSHIP My Pleasure: Servant Leadership at Chick-fil-A Towson University Author Note 1 SERVANT LEADERSHIP 2 Abstract This study applies Schein’s (1985) model of organizational culture to Chick-fil-A and answers the question, “how is servant leadership created at Chick-fil-A?” The core value of serving others is displayed through the leadership of Chick-fil-A through servant leadership

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Running head: SERVANT LEADERSHIP My Pleasure: Servant Leadership at Chick-fil-A Towson University Author Note 1 SERVANT LEADERSHIP 2 Abstract This study applies Schein’s (1985) model of organizational culture to Chick-fil-A and answers the question, “how is servant leadership created at Chick-fil-A?” The core value of serving others is displayed through the leadership of Chick-fil-A through servant leadership. Chick-fil-A management uses a lead-by-example strategy that is then passed along to the rest of the employees. Servant leadership impacts not only the organization but the community. Using participant interviews, observations, and gathered documents, the author examined how servant leadership was created at Chick-fil-A. Analysis revealed how the culture of Chick-fil-A, and its servant leadership values, was in alignment with Schein’s (1985) model of organizational culture at all levels. This study concludes with implications for future research on servant leadership and explores areas left to be studied. Key Words: Serving, servant leadership, artifacts, basic assumptions, espoused values, organizational culture SERVANT LEADERSHIP 3 My Pleasure: Servant Leadership at Chick-fil-A Good food along with good service is not always easy to come by, but when it happens it is hard to miss. One restaurant chain in particular cares just as much about their service as they do their food; Chick-fil-A. Founded in 1967, the first Chick-fil-A restaurant was opened in a shopping mall in Atlanta, Georgia by S. Truett Cathy (Chick-fil-A History, n.d.). Almost 20 years later, the first free standing location would open, and Chick-fil-A’s success would go on from there. You can now find a Chick-fil-A restaurant in almost every U.S. state except for three; Vermont, Alaska, and Hawaii (Chick-fil-A Locations, n.d.). The founder, S. Truett Cathy, new the importance of having great service to go along with his great food based on his childhood jobs he occupied growing up and interacting with people. For example, when he delivered newspapers door-to-door he learned the value in treating everyone with importance, “as if [he was] delivering it to the front door of the governor’s mansion.” The lessons he learned as a boy stuck with him through adulthood and would be incorporated into the culture of his company (Parker, 2016). This study seeks to answer the question, “how is servant leadership created at Chick-filA?” First, the author will review the academic literature that has already been published on the concepts of organizational culture and servant leadership and how that relates to Chick-fil-A. Next, the author will describe how through observations, interviews, and postings they were able to conduct the study. Then the author will discuss the analysis of the findings and the main argument on servant leadership within Chick-fil-A. Finally, the author will conclude with the implications for what the study may hold for future researchers and any areas of research left unanswered in this field of communication. SERVANT LEADERSHIP 4 Review of Literature Organizational Culture Culture is a commonly used word that can be applied to many areas, environments, and groups. Although culture has had various definitions over the years, the one this study focused on was the definition given by Schein (1985). He defined culture as: “a pattern of shared basic assumptions that was learned by a group as it solved its problems of external adaption and internal integration, that has worked well enough to be considered valid and, therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems” (p.17). Schein then applied his definition to organizations and outlined the model that shows organizations as having levels of culture (Schein, 1985). The three levels of culture are basic assumptions, espoused beliefs and artifacts. Basic assumptions are the taken-for-granted beliefs, the perceptions and values of a company (Schein, 1985). This is the inner most level of culture and consists of the company’s core values and beliefs. The next level, espoused values, are the strategies, goals, and philosophies in which the basic assumptions are acted out in an organization (Schein, 1985). For example, the ways in which employees display the company value of politeness would be espoused values. The final level of organizational culture are artifacts which are visible organizational structures and processes that show the basic assumptions in action (Schein,1985). The artifacts can include anything from interactions with customers to the design of an establishment. They are the observable manifestations of the company’s core values. One example of Schein’s model being used in research can be seen in the ethnography about a creamery by Carmack (2008). The study followed the levels of culture SERVANT LEADERSHIP 5 starting at the creamery’s core value, then through the strategies used by employees to apply the value, and finally to the observable actions that applied the value to the job. Schein’s model of organizational culture is important to study because it shows the progression from the statement of company values to them being applied. If the values are defined, but cannot be observed the, then a company can look within itself to see at what level the problem occurred. Servant Leadership Although he did not invent the servant-leadership style, Robert Greenleaf is responsible for applying it to the realm of organizations. When defining what a servant leader is, Greenleaf (1970) explains that, “a servant-leader focuses primarily on the growth and well-being of people and the communities to which they belong,” and that, “the servant-leader shares power, puts the needs of others first and helps people develop and perform as highly as possible.” The idea is that if the servant leader assumes that their followers are maximizing their potential, it will directly translate to the potential of the organization and its overall performance (Gandolfi & Stone, 2018). The concept of servant leadership is very similar to that of stewardship. Stewardship leaders will place the interests of the organization and its members ahead of personal interests (Heyler & Martin, 2018). The difference between servant leadership and stewardship is that the servant leader will focus on the interests of their followers and employees while the stewardship leader will focus on the interests or the organization. Servant leaders recognize the value in helping their followers grow and succeed, which in turn helps accomplishing the organizational mission (Gandolfi & Stone, 2018). Servant leadership is not always the easiest management style to implement, however, since it is far easier to require follower compliance than it is to inspire employees and make them want to perform better (Gandolfi, Stone & Deno, 2017). In a detailed literature review by Parris and Peachey (2013), SERVANT LEADERSHIP 6 they concluded that servant leadership is a tenable theory that is both, “viable and valuable on an individual and an organization level, which can lead to increased overall effectiveness of individuals and teams” (pg. 386). Research Question This study seeks to show Schein’s (1985) model of organizational culture through the use of an ethnographic approach involving Chick-Fil-A and their company values, specifically the value of servant leadership. Servant leadership at Chick-Fil-A, which, according to Dan Cathy, the CEO of Chick-Fil-A, is when the leaders serve the staff and “managers treat their employees how they want those employees, in turn, to treat customers” (Blazeck, 2010). The goal of this study then is to answer the research question: RQ1: How is servant leadership created at Chick-Fil-A? Methodology Approach The study was conducted using a participant-observer perspective that was tailored to follow Edgar Schein’s (1985) model of Organizational Culture. The study focused on Schein’s three layers of culture (basic assumptions, espoused values and behavior and artifacts) and how Chick-Fil-A fit within this model. This study was influenced by the structure of the study conducted by Gibson and Papa (2000). The Gibson and Papa study used participant interviews, observations, and document collection to conduct their research. Their approach was very fitting for this ethnography on servant leadership within Chick-Fil-A. Participants and Participant Interviews The three participants used for the study where all employees of Chick-Fil-A and held various positions at the company that allowed them to speak on behalf of the organization. SERVANT LEADERSHIP 7 Interviewing the participants proved to be a very insightful way to better understand Chick-Fil-A and its values. The participants were interviewed at a Chick-Fil-A location in Baltimore, Maryland and the entire interview took a total of one hour to complete. The interviews only happened at one time with all three participants present. Observation and Document Collection Observations were conducted at the Chick-Fil-A location on the day of the interview (see appendix for observation log). Documents containing the history of Chick-Fil-A, their values and beliefs and other facts were collected in the form of digital and physical copies. Analysis of Data The analysis of the data found after the participant interviews, observations, and document collection follows Schein’s (1985) model of Organizational Culture. Schein’s model states that there are three levels of culture; basic assumptions, espoused values, artifacts. The basic assumptions are the agreed upon and taken for granted core values that a company has. The espoused values are the ways in which members of the organization uphold those core values. Artifacts are the observable embodiments of those values and are the outermost layer of organizational culture (Schein, 1985). Using this model to analyze the data is important since this model defines the layers of an organization’s culture that can be observed at any company like Chick-Fil-A for example. By using Schein’s model, it is possible to compare the theory to the reality of Chick-Fil-A’s culture and see how the basic assumption of servant leadership is reinforced layer by layer through the behaviors of its members to the observations at the artifacts stage. Analysis SERVANT LEADERSHIP 8 The act of serving is a core value of Chick-Fil-A. Applying the organizational value of serving through the concept of servant leadership is an expression of the culture of Chick-fil-A that is carried out by its members and staff. In the next section, there is an analysis of how servant leadership is created at Chick-fil-A by examining the strategies used by management and employees and the impact on the organization and community. The analysis section follows Schein’s (1985) model of organizational culture that follows the three levels of culture; basic assumptions, espoused values, artifacts. Servant Leadership In a packet of information handed out by Ben, one of the Chick-fil-A employees interviewed for this study, is the list of Truett Cathy’s values. Included in this list is the value of “serving others” (Truett Cathy Packet, n.d.). Under the ‘Who We Are’ section of the Chick-fil-A website is a direct quote from Truett Cathy that says, “We should be about more than just selling chicken. We should be a part of our customers’ lives and the communities in which we serve” (Chick-Fil-A, n.d.). This idea of serving and serving others is one that the founder of Chick-fil-A made sure to incorporate into his organization and instill in his children who would take control of the company. Dan Cathy, the CEO of Chick-Fil-A and a son of Truett Cathy, has said, “I try to lead by example and learn from the examples that have been set before me” (Chick-fil-A, n.d.). This idea of leading by example is the same idea of servant leadership. A servant leader takes the initiative to do what they can for their employees and show them the proper way to operate. Trudy Cathy White, daughter of Truett Cathy and Chick-fil-A ambassador, has said, “Hospitality is about reaching out in service to others and using what we've been given to meet a need in their life” (Chick-fil-A, n.d.). Once again, this concept of serving others appears and shows that being a servant in this organization is an important value to the culture of Chick-fil-A. SERVANT LEADERSHIP 9 In his Second-Mile Service document, Dan Cathy states that service, “is not just something we do; it’s something we live,” and that, “Selfless, servant leadership is about action” (Cathy, 2011). It is clear after seeing the founder and his children, both high level members of the Chick-fil-A organization, giving attention to the concept of serving, that it is at the foundation of what Chickfil-A believes in. According to the model of organizational culture, the value of serving others would be a basic assumption or a taken for granted belief that the organization intends to uphold (Schein, 1985). The concept of servant leadership then comes from these leaders of the organization who uphold the value of serving and enact it into their role in the company. Servant Leadership Strategies The value of serving was not just a reoccurring theme found in the published documents of Chick-fil-A or on their website, it was a word used many times by the staff that was interviewed for this study. Mr. Lee, the owner of the Chick-fil-A location the interviews were held, made the statement, “I serve my customer just like I serve my employee…how can I as an employer serve my employee?” (personal communication, January 10, 2019). For the owner of a restaurant to say he serves, not just his customers, but his employees and in the same manner is a clear application of servant leadership. Asking how he can serve his employees shows that he values them and wants to make sure their needs are being met. He understands that to get better business, you should follow the steps of, “better service, better quality, better restaurant” (Mr. Lee, personal communication, January 10, 2019). For example, a major need for many employees is the chance to celebrate the holidays for their respected religions. When employees ask to take off time to celebrate they are answered with, “go for it, we can cover that” (Mr. Lee, personal communication, January 10, 2019). A servant leader makes sure employee needs are being taken care of, whether it be religious needs or something else, with the idea in mind that SERVANT LEADERSHIP 10 the worker’s satisfaction will increase and the motivation to pass on the servant leadership and pay it forward will come easily. When asked about why he is so active and engaged in his Chickk-fil-A location, Mr. Lee answered, “if I miss and opportunity within my control, I need to be engaged” (personal communication, January 10, 2019). In other business environments, leaders may play a passive and hands-off role and just expect their employees to get the job done. But Mr. Lee understands that “If I don’t, I can’t expect my employees to” (personal communication, January 10,2019). This theme of leading by example is a product of servant leadership. Tynetta, a member of the marketing team at Chick-fil-A. mentioned that “a captain will step in and help out if [an] employee needs more guidance” (personal communication, January 10, 2019). This idea of actively helping and filling in for a role in a lower position is the embodiment of servant leadership and was displayed by Tynetta and Ben prior to the interviews. As members of the marketing team, they were seen asking customers for drink orders and bringing the customers their beverages. There was a sense of humbleness in that just because they did not work as a second-mile employee, employees who work the floor and engage with customers, they didn’t “have a problem doing beverages” (Tynetta, personal communication, January 10, 2019). According to Schein’s model, these examples of the Chick-fil-A employees performing servant leadership show the espoused value level of culture. They have taken the basic assumption of serving and provided servant leadership at all levels of the company. From the owner serving his employees, to his employees filling in for lower level duties and serving customers, it shows how servant leadership is applied and at Chick-fil-A. Impact on the Organization and Community The final level of Schein’s (1985) organizational culture model are the artifacts or the observable manifestations of the values being carried out. This study focused on observing both SERVANT LEADERSHIP 11 the impact of servant leadership on the community and towards the company’s employees. Starting with the impact on the employees, Mr. Lee recalled a story about how when one of the employees that previously worked for his Chick-fil-A got sick, other employees would “take him to the doctor, bring food for him, make sure he’s well cared for” (personal communication, January 10, 2019). Making sure an employee is not only able to take time off work but is transported, fed, and cared for is a complete embodiment of service. Having an employer go above and beyond to take care for you in a time of need signals to the other employees that they have that same amount of support from their management, which can lead to better job satisfaction if they know they for working people who serve and care for their interests. Chickfil-A also has a scholarship program where they award a scholarship to an employee applying for college. Ben talked about how they, “go out to the winner’s school and present them with the scholarship” (personal communication, January 10,2019). The ability to present an employee with a scholarship signals that the company cares about their employees and their education and want them to be successful. This not only meets an employee’s needs but serves them and their families by helping afford a higher education. As far as impacting the community, Chick-fil-A is very involved with its customers it terms of assistance, events, and food donations. Susan, a second-mile employee at Chick-fil-A, explained how her Chick-fil-A location hosted a Bingo game for the customers. Susan recalled one customer who, despite her age and physical condition, still managed to make it to Bingo with the help of Bert, the man who runs the Bingo game, who “brings her in” (personal communication, January 10, 2019) since her knee is bad. Assisting the customer was also mentioned by Tynetta who said that she regular helps customers to their cars. This theme of assisting customers was seen in multiple levels of the Chick-fil-A staff. Mr. Lee, the owner, SERVANT LEADERSHIP 12 mentioned how he will often deliver food to people’s homes who need it because, “we don’t know their story” (personal communication, January 10, 2019). In fact, Tynetta said that all Chick-fil-A employees are, “able to give a meal under $5 to a person in need” (personal communication, January 10, 2019). Assisting and serving customers was established by Mr. Lee who is active in helping his community and customers. His employees then do the same because they follow his example and uphold his expectations. The effect servant leadership at Chick-fil-A has on the community and its staff is observable and is in alignment with the artifacts level of organizational culture. Conclusion The objective of this study was to answer the question, “how is servant leadership created at Chick-fil-A?”. Servant leadership is created first from the company’s core value of serving others. The value of serving others was then carried out by the leaders and management of Chick-fil-A who met the needs of their employees. Servant leadership led to taking care of employees in terms of scholarships and physical care out of the workplace. Servant leadership also led to serving the community with customer assistance and food donations. This study followed Edgar Schein’s (1985) model of organizational culture that stated culture has three levels; basic assumptions, espoused values, and artifacts. This study aligned the model and its levels with the examples used in this ethnography. Further research should seek to compare servant leadership at different locations and organizations and analyze the strategies used by different leaders. This study implicates that servant leadership travels through the levels stated in Schein’s model and is an effective leadership style considering Chick-fil-A’s success. It is hoped that this study can provide a stepping stone for future research looking to analyze the culture of Chick-fil-A. SERVANT LEADERSHIP 13 References Carmack, H. J. (2008). The ultimate ice cream experience: Performing passion as expression of organizational culture. Ohio Communication Journal, 46(109-130). Retrieved from https://ohiocomm.org/ohio-communication-journal/ Cathy, D.T. (2011). Second-mile service. Sales & Service Excellence Essentials, 11(8), pg. 9. Retrieved from https://www.hr.com/en/topleaders/top_leaders_in_leadership/sales_service_excellence_essentials / Chick-Fil-A (n.d.) Company history. Retrieved from https://www.chick-fil-a.com/About/History Chick-Fil-A (n.d.) Location listings. Retrieved from https://www.chick-fil-a.com/Locations/BROWSE Chick-fil-A (n.d.) Who we are. Retrieved from https://www.chick-fil-a.com/About/Who-We-Are Gandolfi, F. & Stone, S. (2018). Leadership, leadership styles, and servant leadership. Journal of Management Research, 18(4), 261-269. Retrieved from http://www.macrothink.org/journal/index.php/jmr Gandolfi, F., Stone, S. & Deno, F. (2017) Servant leadership: An ancient style with 21st century relevance. Review of International Comparative Management, 18(4), 350-361. Retrieved from http://rmci.ase.ro/ Gibson, M.K. & Papa, M.J. (2000). The mud, the blood, and the beer guys: Organizational osmosis in blue-collar work groups. Journal of Applied Communication Research, 28(68-88). doi: 10.1080/00909880009365554 SERVANT LEADERSHIP Greenleaf, R.K. (1970), The servant as leader. Retrieved from https://www.greenleaf.org/what-isservant-leadership/ Heyler, S.G. & Martin, J.A. (2018). Servant leadership theory: Opportunities for additional theoretical integration. Journal of Managerial Issues, 30(2), 230-243. Retrieved from https://www.pittstate.edu/business/journals/journal-of-managerial-issues.html K. Blazek (2010, October 22). Chick-fil-a’s recipe for servant leadership. Retrieved from https://www.truscore.com/360-feedback-resources/chick-fil-as-recipe-for-servant-leadership/ Parker, D. (2016). Humble Beginnings. Retrieved from https://www.chick-fil-a.com/ Parker, D. (2016) The key is caring: Truett Cathy’s heart for employees. Retrieved from https://www.chick-fil-a.com/ Parris, D. & Peachey, J. (2013). A systematic literature review of servant leadership theory in organizational contexts. Journal of Business Ethics, 113(3), 377-393. Retrieved from https://www.jstor.org/journal/jbusiethi Schein, E.H. (1985). Organizational culture and leadership (3rd ed). San Francisco, CA: Jossey-Bass. 14 SERVANT LEADERSHIP 15 Appendix Observation Log Date Event Outcome/Theme January 10, 2019 Ben Interview January 10, 2019 Tynetta Interview January 10, 2019 Mr. Lee Interview *discussed packet on Chick-filA that was handed out “who has not gotten a drink that wants one?” “we do food distributions” “go out to the scholarship winner’s school and present them with the scholarship” *Theme of serving employees and community *taking drink orders shows servant leadership “we help people to their cars” “I don’t mind doing beverages” “Do not be afraid to ask for help because it can get overwhelming” *discussed second mile service “we are able to give a meal under $5 to a person in need” “you should treat everyone with the utmost respect” “We give 20% of the proceeds back to the organization that does spirit night” “captains will step in and help out if that employee needs more guidance” *Themes of serving customers and assisting them, active in community *Themes of serving employees who need help *Taking drink orders shows servant leadership *explained hiring process* “you deserve who you hire” SERVANT LEADERSHIP 16 January 10, 2019 Susan January 10, 2019 Employee observations January 10, 2019 Chick-fil-A Packet “serve my customer just like I serve my employee” “how can I as an employer serve my employee, what can I do to best serve my customer?” “better service, better quality, better restaurant” *explained the importance of upholding principle “we are it, we are the family. Amanda takes him to the doctor, brings food for him, makes sure he’s well cared for” “This is my job, who will” “If I don’t I can’t expect my employees to” “If I mess up I screw up for me, for the whole brand” “If I miss an opportunity within my control, I need to be engaged” *Themes of serving employees and being active in employee lives *meeting needs of employees *theme of leading by example “it’s a lot of fun, several people in their 90’s still come” “her knee hurts her…Bert brings her in” *Theme of assisting customers and hosting game nights to serve community “Have a blessed day” “My pleasure” *Man sweeping the parking lot *Customer and Susan hug *Packet handed out containing history of Truett Cathy and Creating raving fans