Herein, I discuss the pillars of competing with service excellence to create compelling customer value. My focus is on constructing the infrastructure of quality service. All companies are service companies, in whole or part, because all create value for customers through performance (i.e., services). Hence, the principals of quality service really are pillars in any outstanding company.
The overarching message of this article is: great organizations and great service compete, in good times and bad.
PUBLICATION DATE: July 15, 2009 PRODUCT #: BH333-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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