Service Management 3.0 – The Next Generation of Service
If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute it. However, the traditional models and themes are no longer sufficient, future focus should be on the service delivery system...
Service Management 2.0 – The Next Generation of Service
Getting engaged employees requires a focus on the right HR processes. But it also requires that employees have a higher purpose in their work other than what is simply dictated by the job profile. Attitude, behaviour, commitment and ultimately quality are outcomes of...
Linking Customer Experience with Service Employee Engagement
Employee engagement correlates strongly with customer experience. The more engaged the service employees, the more likely it is that customers will be satisfied with the service provided.To access this post, you must purchase UKCCA...
Trends and Developments within Facility Management
This paper deals with further trends and developments within Facility Management based on the fieldwork of the Vienna University of Technology, department of Information and Facility Management, and experiences from the delivery side of the Facility Management...
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