The authors review their own seminal work on service management, testing the durability of concepts they've helped develop over the past thirty years. They then move on to look at how better results can be achieved in the future, what needs to be done to create great places to work, design efficient and enjoyable service experiences, use technology to improve service delivery, and engage and retain customers.
The authors review their own seminal work on service management, testing the durability of concepts they've helped develop over the past thirty years. They then move on to look at how better results can be achieved in the future, what needs to be done to create great places to work, design efficient and enjoyable service experiences, use technology to improve service delivery, and engage and retain customers.