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).)
133
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