Chapter 15. Organizing for Service Leadership
Learning Objectives
By the end of this chapter, the reader should be able to:
LO 1 Understand the implications of the Service Profit Chain for service management.
LO 2 Appreciate that marketing, operations, and human resource management functions need to be closely integrated in service businesses, and understand how this can be achieved.
LO 3 Be familiar with the four levels of service performance. ...
With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.
Start Free Trial
No credit card required