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Delivering Service Excellence: The view from the front-line (2003)

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The report provides insights into the way organisations deliver excellent service through their front-line staff.

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Description

Published 2003. 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.

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