For a competitive edge in services, invest in the right people and processes

Authors

Knowledge@SMU

Publication Type

Journal Article

Publication Date

9-2011

Abstract

Great products alone will not give rise to transformative customer experiences. Businesses that have carved out a competitive edge in services also know that it requires far more than frontline skills and knowledge to succeed with customers in the longer term. But how and where should organisations be placing their focus to entrench customer service for strategic advantage? - a question that academics and industry practitioners attempted to answer at the Institute of Service Excellence at SMU Global Conference on Service Excellence 2011.

Disciplines

Business | Strategic Management Policy

Copyright Owner and Holder

Copyright © Singapore Management University 2012

Licece/Creative Commons Licence

This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.

Article ID

1376

Subject(s)

Strategic Management

Citation

Knowledge@SMU. For a competitive edge in services, invest in the right people and processes. (2011).
Available at: https://ink.library.smu.edu.sg/ksmu/365