In exemplary service organizations, executives understand that they need to put customers and frontline workers at the center of their focus. Those managers heed the factors that drive profitability ...
Serving employees well and knowing when to "fire" a customer will boost a firm's bottom line, according to this team of Harvard Business School professors. The authors of The Service Profit Chain here ...
Forschungsfrage: Wir untersuchen, ausgehend von dem Konzept der Service Profit Chain, die Mechanismen, über die Personalmanagement den Erfolg von Dienstleistungsunternehmen beeinflusst. Methodik: ...
In today's competitive business landscape, the concept of customer centricity has become a foundational strategy for many toward achieving sustained success. However, when integrated with the ...
It’s everywhere. Load up your LinkedIn feed or any news source, and there are people around the globe waxing lyrical about the same thing: The global workforce is undergoing significant change, and ...
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