Service Model for Cultural Excellence Harvard Case Solution & Analysis

Culture that the inner expression of humanity somehow grown distant from the general public. Arts and cultural institutions, as well as their colleagues business, urgent need to find a new audience, to meet the changing requirements and believe that their business model again. The whole sector needs to reinvent itself, says the author. But how? Beatriz Muñoz Seca recommends the arts and cultural organizations are focused not so much on their products as to create a rich experience of customer service. To do this, it offers a sequence of performance - operational framework for the design of customer service and bring a few extra players together to produce a comprehensive customer experience. Using various examples from the author's own research on the art and cultural institutions around the world, this article encourages everyone to try a new approach, to this radically change the social and economic factors dictate the reduction of our shared cultural heritage. "Hide
by Beatriz Muñoz-Seca Source: IESE-Insight Magazine 8 pages. Publication Date: March 15, 2012. Prod. #: IIR071-PDF-ENG

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