Jumping off the Service Excellence Bandwagon
It’s increasingly hard for companies to differentiate themselves through service excellence. Phil Anderson and Malcolm Locke share research that demonstrates how operational excellence is a strategic option for sustainable success – for those brave enough to jump off the bandwagon.
Anderson, P. & Locke, M. (2005) Jumping off the Service Excellence Bandwagon, 360° The Ashridge Journal, Spring, pp. 6 - 13