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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
102 Designing Service Excellence
but the message from Amazon CEO Jeff Bezos was to continue to have
the Zappos culture happiness of employees and “customer obsession.”
24
Happiness in the workplace has positive effects on both employee productiv-
ity and reducing stress at work.
25
As Ricardo Semler, CEO of Semco, based in
Brazil, says: “Clearly, workers who control their working conditions are going
to be happier than workers whodon’t.”
26
When Ralph Stayer took over his family’s sausage processing business in
Sheboygan Falls, Wisconsin, the company was growing, generating healthy
revenues and returning prots. However, Stayer was still dissatised.
27
The workforce was lackadaisical and seemed to be going through the
motions of doing their jobs. ...
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Publisher Resources

ISBN: 9781439840467