This is the product of research by a team of Harvard Business School authorities on service-firm management. It provides a model that managers should be able to use - with practical guidelines that have been implemented already by high-performing companies. Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, loyalty, and satisfaction, the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults. With in-depth case studies that demonstrate how the best companies do it, this work aims to enable managers to unlock their true potential and secure a place at the forefront of their industry.
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