The service challenge: the four vital ingredients

Abstract

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?

Citation

Pannell, J. (1998), "The service challenge: the four vital ingredients", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 81-84. https://doi.org/10.1108/09604529810206855