The Exploding Service Sector: Meeting the Challenge through Behavioral Management

Abstract

All aspects of the expanding service sector, including its growth, importance, status and role, are examined. Moments of truth, called here MOTs, are identified as crucial in the successful running of service companies, and a behavioral approach is suggested as an excellent method of getting front‐line employees to increase the incidence of + (or positive) MOTs for customers' and the company's, benefit.

Citation

Luthans, F. (1988), "The Exploding Service Sector: Meeting the Challenge through Behavioral Management", Journal of Organizational Change Management, Vol. 1 No. 1, pp. 18-28. https://doi.org/10.1108/eb025590