DUMITRESCU, Luigi; CETINA, Iuliana; PENTESCU, Alma - In: REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF … 13 (2012) 1, pp. 37-48
Since 1980 service companies have realized that standards and technology are essential for the successful implementing of the adopted strategy, but not enough. Without employees with the proper attitude, knowledge and skills, strategy can not generate the desired results. Great service companies...