Three Strategic Pathways to Cost-Effective Service Excellence

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Professor Jochen Wirtz
Published at : 23 Dec 2020
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Cost-effective service excellence (CESE) is difficult to achieve but possible. In this video I discuss three strategic pathways organizations can pursue.

Download the articles this video is based on:
-- https://www.researchgate.net/publication/318882469_Cost-Effective_Service_Excellence
-- https://www.researchgate.net/publication/335541990_Strategic_Pathways_to_Cost-Effective_Service_Excellence

Follow this research project @ ResearchGate
-- https://www.researchgate.net/project/Cost-Effective-Service-Excellence.

This interview was conducted by Professor David Solnet, Head of Tourism at the University of Queensland Business School, Brisbane. It was produced as part of the UQ Master of Leadership in Service Innovation.
ServiceProductivityService Excellence

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