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Service Excellence by Ruth N. Bolton

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CHAPTER 8

Managing Partners, People, and Physical Evidence

People—network partners, employees, and customers—are central to the cocreation of customer experiences. In a customer-focused, knowledge-based marketplace, employees are critical to the design and delivery of services that lead to business success. For example, Google sets a high standard. Whether you’re applying for an administrative assistant position or that of senior engineer, every candidate is screened by their potential boss, potential colleagues, a hiring committee, and finally Google CEO Larry Page.1 Hence, this chapter begins by discussing four categories of people directly concerned with delivering effective service:

  1. Customer contact personnel

  2. Other employees

  3. Network partners ...

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