The service challenge: the four vital ingredients

Justin Pannell (Director of Consultancy, Managing the Service Business, Sunninghill, Ascot, Berkshire, UK. MSB is a customer service oriented research, communications and training consultancy)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1998


The effective management of change is not optional, it is an organisational imperative. And as long as people are involved in the process there are four vital ingredients which will significantly influence how well change is managed: leadership, commitment, involvement and recognition. For many organisations giving people strategies prominence over process strategies will require the creation of a new paradigm; however, the needs of people are ignored at an organisation’s peril. The question is, how “people centred” is your organisation?



Pannell, J. (1998), "The service challenge: the four vital ingredients", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 81-84.

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Copyright © 1998, MCB UP Limited

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