Delivering excellent service: Lessons from the best firms

    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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