How to Invent Service

Journal of Services Marketing - Tập 6 Số 1 - Trang 37-39 - 1992
ChipBell1
1Partner and manager of the Charlotte, North Carolina, office of Performance Research Associates, Inc., a firm that specializes in service management consulting and training. Dr. Bell is the author or co‐author of eight books, including Service Wisdom (with partner Ron Zemke).

Tóm tắt

Offers a personal commentary considering the real essence of good service. Argues that at the heart of service distinction is human interaction and personalization. Considers a range of examples from personal life experience. Recommends that in order to “invent” legendary service, companies must work particularly at ensuring that the customer leaves with positive memories after finishing dealing with the business.

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Journal of Services Marketing

Tập 6 Số 1

37-39

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