The Exploding Service Sector: Meeting the Challenge through Behavioral Management

All aspects of the expanding service sector, including its growth, importance, status and role, are examined. Moments of truth, called here MOTs, are identified as crucial in the successful running of service companies, and a behavioral approach is suggested as an excellent method of getting front‐line employees to increase the incidence of + (or positive) MOTs for customers' and the company's, benefit.

MoreLess

Year of publication:	1988
Authors:	Luthans, Fred
Published in:	Journal of Organizational Change Management. - MCB UP Ltd, ISSN 1758-7816, ZDB-ID 2020442-5. - Vol. 1.1988, 1, p. 18-28
Publisher:	MCB UP Ltd
Subject:	Organizational Behavior \| Quality \| Service

More details

Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/eb025590 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014891623