To read the full version of this content please select one of the options below:

How to Invent Service

Chip Bell (Partner 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).)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 January 1992

Abstract

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.

Keywords

Citation

Bell, C. (1992), "How to Invent Service", Journal of Services Marketing, Vol. 6 No. 1, pp. 37-39. https://doi.org/10.1108/08876049210035746

Publisher

:

MCB UP Ltd

Copyright © 1992, MCB UP Limited