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What more evidence do you need?
Kovner, Anthony R. - In: Harvard business review : HBR 88 (2010) 5, pp. 123-127
Persistent link: https://www.econbiz.de/10003971882
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The four things a service business must get right
Frei, Frances X. - In: Harvard business review : HBR 86 (2008) 4, pp. 70-80
Persistent link: https://www.econbiz.de/10003667491
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When the customer is stressed
Berry, Leonard L.; Davis, Scott W.; Wilmet, Jody - In: Harvard business review : HBR 93 (2015) 10, pp. 86-94
Persistent link: https://www.econbiz.de/10011372594
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4 ways to reinvent service delivery
Ramdas, Kamalini; Teisberg, Elizabeth; Tucker, Amy L. - In: Harvard business review : HBR 90 (2012) 12, pp. 98-106
Persistent link: https://www.econbiz.de/10009688852
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Mumbai's models of service excellence : what the city's dabbawalas can teach your company about quality
Thomke, Stefan H. - In: Harvard business review : HBR 90 (2012) 11, pp. 121-126
Persistent link: https://www.econbiz.de/10009665392
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Putting the service-profit chain to work
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; … - In: Harvard business review : HBR 86 (2008) 7/8, pp. 118-129
Persistent link: https://www.econbiz.de/10003736022