Winning through service

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.

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Year of publication:	1990
Authors:	Hall, Stephen
Published in:	Executive Development. - MCB UP Ltd, ISSN 1758-6011, ZDB-ID 2062748-8. - Vol. 3.1990, 2
Publisher:	MCB UP Ltd
Subject:	Customer service \| Customer requirements \| Customer loyalty \| Management development \| Strategic planning \| Line management \| Organizational structure

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000003817 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014719886