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Interactive Lecture on Service Operations


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UoC June 29, 2020

Please read the Harvard Business Review article Putting the Service Profit Chain to Work. and answer before session commencement.

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  1. What are the central claims in the “Service Profit Chain?”
  2. What in your mind is the relationship between employee experience and customer experience?
  3. Think of companies (including AirAsia) that excelled at delivering customer experience. What enabled them to do so?

There are two additional articles from the Harvard Business Review, Healthcare’s Service Fanatics and The Four Things a Service Business must Get Right.

Healthcare’s Service Fanatics

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The Four Things a Service Business must Get Right

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