It sometimes seems as if companies are not willing to take feedback seriously – not unless complaints escalate into a public relations disaster, with letters reproduced in the press and comments circulating amongst blogs, tweets and other digital platforms. By then, the organisation's reputation, along with its share price, would be at stake. But does it have to come to that? Why do organisations only seem to care when they are put on an uncomfortable public spot. More importantly, are they simply putting up a front? Great service, according to service expert Robert Johnson, starts with humility.
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Copyright © Singapore Management University 2012
Bridging service gaps: Is the road to service excellence paved with disasters?. (2010). Knowledge@SMU.
Available at: http://ink.library.smu.edu.sg/ksmu/329