Service Management 3.0 – the next generation of service

Delivering excellent service is important for all companies today, but many companies struggle to deliver even just a basic service of a decent quality. The authors of this paper find that the companies who do deliver excellent service are superior in the areas of people, processes, leadership and culture.

Companies must be careful when designing their service delivery system. A great service management model is built on a thorough understanding of what is creating value to the customer and how to engage frontline employees in the delivery process.


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