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Using a business game concept to enhance servitization : a longitudinal case study

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A empirical study of a novel managing customer power model and business performance in the mobile service industry

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Seeking the perfect customer experience : a case study of British Telecom

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Managing the downside effect of a productivity orientation

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Die Rolle der Organisationsentwicklung im Dienstleistungsqualitätsmanagement : dargestellt am Beispiel einer Kundenbefragung im Privatkundengeschäft

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The strategic value of servitization : a quality management perspective

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The strategic value of servitization : a quality management perspective

Erkul, Muratcan; Chakraborty, Subhajit; Kaynak, Hale - In: Quality management journal : QMJ 28 (2021) 4, pp. 176-189

Persistent link: https://www.econbiz.de/10012650360

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Achieving patient (aka customer) experience excellence : lessons from a successful cultural transformation in a hospital

Dishongh, Rhonda (contributor) - 2014

1. Begin to spark -- 2. Personalize to motivate -- 3. Serve to lead -- 4. Connect to engage -- 5. Fail, then account -- 6. Succeed then recognize -- 7. Inject fun to release pressure -- 8. Measure to coach -- 9. Action program spirit to achieve excellence -- 10. Get help to be independent.

Persistent link: https://www.econbiz.de/10014498085