Role of government initiatives in addressing challenges faced by SMEs in working towards service excellence : a grounded theory study.

• Main Authors: Pang, Yang Yang., Liu, Ada Wei., Yeo, Lynette Qian Hui.
• Other Authors: Nanyang Business School
• Format: Final Year Project
• Language: English
• Published: 2013
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/51565
• Institution: Nanyang Technological University

In recent years, service has become a differentiating factor among companies to attract and retain their customers. Large companies have been active in building a skilled workforce and having an effective management system, which enables them to achieve service excellence. On the other hand, small c...