Cost-Effective Service Excellence

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Professor Jochen Wirtz
Published at : 04 Jan 2021
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Winning in Service Markets. How can an organization achieve service excellence while at the same time being a cost-leader? We discuss 3 strategic pathways for organizations to achieve this. This video is based on the article by Wirtz and Zeithaml (2018): https://link.springer.com/article/10.1007/s11747-017-0560-7
Cost-Effective Service ExcellenceFocused Service FactoryDual Culture

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