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Achieving Service Excellence by C. M. Chang

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Preface

As the profit-seeking service enterprises play an increasingly important role in the U.S. and global economies, service professionals and leaders are well advised to recognize two main pathways to bestow their businesses with predictable growth advantages, namely, enhancing the strategic differentiation and operational excellence of their service enterprises, and having the wherewithal to do so. Innovation is the key driving force for creating strategic differentiation and the prudent application of technologies enables the rapid attainment of operational excellence.

Differentiation and productivity confer competitive advantage. This book discusses actionable methodologies to generate creative service ideas (e.g., the DeepThink Methodologies), ...

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