Chapter 5. Delivering Great Service

Delivery is the area where the reputation of a service provider is made or unmade. Many suppliers can sell you a service; the proof of the pudding is in the delivery. This chapter develops and explains the physical functions – the processes and technology – within the delivery environment, and how they produce robust and reliable services.

One of the most important attributes of great service is that it delivers invisible excellence – you don’t even think about the service you are receiving. Remember our story about going from London to Tokyo? Throughout the day many services were experienced, such as using a taxi, an ATM, check-in at the airport, the hotel’s email and telephone. All the services were experienced ...

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