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Delivering Excellent Service: Lessons from the Best Firms

Robert C. Ford, Cherrill P. Heaton and Stephen W. Brown
California Management Review
Vol. 44, No. 1 (Fall 2001), pp. 39-56
DOI: 10.2307/41166110
Stable URL: http://www.jstor.org/stable/41166110
Page Count: 18
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Delivering Excellent Service: Lessons from the Best Firms
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Abstract

Delivering excellent service is a challenge for most organizations. While many aspire to it, the evidence from customer satisfaction surveys indicates that too few firms are able to deliver service excellence. On the other hand, some organizations consistently deliver excellent service. This article reviews ten lessons these benchmark service organizations have learned and shows how these organizations use them to meet and exceed the ever-rising expectations of their customers. These lessons can be emulated by any organization seeking such excellence.

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