Delivering Service Excellence: The view from the front-line

Published 2002. By Dr Robert Johnson, University of Warwick.

This report, commissioned by ICS, is based on the experiences of customer-facing staff in the five major organisations identified in Service Excellence=Reputation=Profit, as having a strong reputation for service excellence. The report provides new insights into the way organisations deliver excellent service through their front-line staff and provides directors and managers with recommendations for action.

This report can be read as a stand-alone piece of research but it is strongly recommended that it be combined with reading Service Excellence=Reputation=Profit to provide a greater understanding of the total picture.