Quality & Service
You Can’t Afford to Please Everyone
Giving customers what they want quickly is a worthy goal. Businesses can’t always afford to do it.
Service Industry
Latest
Content Sponsored by Tata Consultancy Services
Transforming to Compete With Data: Strategies to Win in the New Staffing Industry Landscape
An industry executive and a scholar offer perspectives on new competition in the staffing business.
Business Models
A Question Every Manager Should Ask (Hint: It Has to Do With Megatrends)
The single best question companies should ask themselves is what megatrends are coming around the corner.
Customers
Designing the Soft Side of Customer Service
Organizations need to value the “soft side” of customer management: emotions, trust and control.
Quality & Service
Designing Waits That Work
Designers at restaurants and theme parks are leading the way in thinking about how to make waiting in line more pleasant.
Global Strategy
Success Factors in Outsourcing Service Jobs
Which jobs are good candidates for global disaggregation?
Customers
Satisfaction Begins at Home
To find out how well you are serving your customers, ask your employees.
Executing Strategy
Strategic Outsourcing: Leveraging Knowledge Capabilities
Today’s knowledge and service-based economy presents opportunities for well-run companies to increase profits through strategic outsourcing.
Organizational Structure
Adding Value in Banking: Human Resource Innovations for Service Firms
Managers must adopt training and recruiting policies that compensate for institutional barriers to HR investment.
Showing 1-16 of 16