By way of introduction, this post links to the bus accident of 2 November and my previous post about it.
Service involves people, including both customers and employees. The consequence is that the service delivered by employees to customers has the potential of varying a great deal. This provides the potential for service failure. This is when something goes wrong in the service process. An airliner skids off a runway, a call centre operator is unable to answer a customer’s question or a bus goes off the road into a ditch. All these things are not meant to happen. This is when it becomes... 2016-11-25 Read full blog post
CeFEO ON YOUTUBE
Founded in 2005, the STEP Project is a global applied research initiative that explores the entrepreneurial process within.