Cost-effective service excellence

Volume: 46, Issue: 1, Pages: 59 - 80
Published: Jan 1, 2018
Abstract
This article integrates relevant literature to develop a conceptual model on the potential avenues to achieve service excellence at low unit costs, which we term cost-effective service excellence (CESE). To gain a deeper understanding of these strategies, their applicability and interrelatedness, we analyze how 10 organizations have achieved CESE. Our findings show that CESE can be achieved through three core strategies. First, a dual culture...
Paper Details
Title
Cost-effective service excellence
Published Date
Jan 1, 2018
Volume
46
Issue
1
Pages
59 - 80
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