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

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...

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Main Author:	Knowledge@SMU
Format:	text
Language:	English
Published:	Institutional Knowledge at Singapore Management University 2011
Subjects:	Business Strategic Management Policy
Online Access:	https://ink.library.smu.edu.sg/ksmu/365 https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1364&context=ksmu
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Institution:	Singapore Management University
Language:	English

id	sg-smu-ink.ksmu-1364
record_format	dspace
spelling	sg-smu-ink.ksmu-13642018-07-09T04:50:51Z For a competitive edge in services, invest in the right people and processes Knowledge@SMU 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. 2011-09-01T07:00:00Z text application/pdf https://ink.library.smu.edu.sg/ksmu/365 https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1364&context=ksmu http://creativecommons.org/licenses/by-nc-nd/4.0/ Knowledge@SMU eng Institutional Knowledge at Singapore Management University Business Strategic Management Policy
institution	Singapore Management University
building	SMU Libraries
country	Singapore
collection	InK@SMU
language	English
topic	Business Strategic Management Policy
spellingShingle	Business Strategic Management Policy Knowledge@SMU For a competitive edge in services, invest in the right people and processes
description	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.
format	text
author	Knowledge@SMU
author_facet	Knowledge@SMU
author_sort	Knowledge@SMU
title	For a competitive edge in services, invest in the right people and processes
title_short	For a competitive edge in services, invest in the right people and processes
title_full	For a competitive edge in services, invest in the right people and processes
title_fullStr	For a competitive edge in services, invest in the right people and processes
title_full_unstemmed	For a competitive edge in services, invest in the right people and processes
title_sort	for a competitive edge in services, invest in the right people and processes
publisher	Institutional Knowledge at Singapore Management University
publishDate	2011
url	https://ink.library.smu.edu.sg/ksmu/365 https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1364&context=ksmu
_version_	1681132854271016960

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

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