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- Book Chapter
If This Is a Service Economy, Why Am I Still on Hold: An Introduction to the Four Fundamental Principles of Service Excellence
Collection: HBSP (USA)Ref.: HBS-8921BC-EPublished: Feb 7, 2012Format: pdfPages: 15Language: English - Book Chapter
Now Multiply It All by Culture: Service Excellence as a Product of Organizational Design and Culture
Collection: HBSP (USA)Ref.: HBS-8930BC-EPublished: Feb 7, 2012Format: pdfPages: 33Language: English - Book Chapter
Truth Number 3: It's Not Your Employees' Fault--How to Design a Customer Service Model That Doesn't Depend on Heroes
Collection: HBSP (USA)Ref.: HBS-8924BC-EPublished: Feb 7, 2012Format: pdfPages: 34Language: English - Book Chapter
Getting Bigger: Customer Service Mastery--A Stepping-Stone to Business Growth
Collection: HBSP (USA)Ref.: HBS-8931BC-EPublished: Feb 7, 2012Format: pdfPages: 43Language: English - Case
Henry Spots a Problem at Sunshine O.J. (B)
Collection: Darden University of Virginia (USA)Ref.: DARDEN-OM-1615-EPublished: May 16, 2019Format: pdfPages: 8Language: English - Teaching Note
Henry Spots a Problem at Sunshine O.J. (B) - Teaching Note
Collection: Darden University of Virginia (USA)Ref.: DARDEN-OM-1615TN-EPublished: May 16, 2019Format: pdfPages: 6Language: English - Book Chapter
Truth Number 1: You Can't Be Good at Everything--How to Make the Right Trade-Offs to Deliver Exceptional Customer Service
Collection: HBSP (USA)Ref.: HBS-8922BC-EPublished: Feb 7, 2012Format: pdfPages: 44Language: English - Book Chapter
Truth Number 2: Someone Has to Pay for It--Four Funding Mechanisms That Can Sustain Premium Customer Service
Collection: HBSP (USA)Ref.: HBS-8923BC-EPublished: Feb 7, 2012Format: pdfPages: 35Language: English - Book Chapter
Truth Number 4: You Must Manage Your Customers--How to Deliver Uncommon Service with the Help of Your Customers
Collection: HBSP (USA)Ref.: HBS-8925BC-EPublished: Feb 7, 2012Format: pdfPages: 42Language: English