Title

Delivering excellent service: Lessons from the best firms

Authors

Authors

R. C. Ford; C. P. Heaton;S. W. Brown

Comments

Authors: contact us about adding a copy of your work at STARS@ucf.edu

Abbreviated Journal Title

Calif. Manage. Rev.

Keywords

HUMAN-RESOURCES; ORGANIZATION; CUSTOMERS; EMPLOYEES; CONSUMER; Business; Management

Abstract

Delivering excellent service is a challenge for most organizations. While many aspire to it, the evidence from customer satisfaction surveys indicates that too few firms are able to deliver service excellence. On the other hand, some organizations consistently deliver excellent service. This article reviews ten lessons these benchmark service organizations have learned and shows how these organizations use them to meet and exceed the ever-rising expectations of their customers. These lessons can be emulated by any organization seeking such excellence.

Journal Title

California Management Review

Volume

44

Issue/Number

1

Publication Date

1-1-2001

Document Type

Article

Language

English

First Page

39

Last Page

+

WOS Identifier

WOS:000172893000003

ISSN

0008-1256

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