Winning through service

Abstract

Suggests major factors that will enable service companies to become winners in the 1990s. Includes comment on strategic vision in service delivery, customer needs, communicating leadership vision to front‐line people and the necessary investment in training. Discusses “customer service burn‐out” and a formula for success. Suggests an upsidedown pyramid in line management.

Citation

Hall, S. (1990), "Winning through service", Executive Development, Vol. 3 No. 2. https://doi.org/10.1108/EUM0000000003817