Service Excellence = Reputation = Profit (2001)Rated 0 out of 5 (be the first to review)£0.00Companies that are regarded as ‘being easy to do business with’ are more likely to achieve bottom line benefits than organisations that do not have this reputation. Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard.You must have an account in order to download this item. Please Log in or Register Category: Breakthrough ResearchShare Twitter Facebook LinkedIn Email Description Reviews (0) DescriptionPublished 2001. Professor Robert Johnson, University of Warwick.The report finds that companies regarded as ‘being easy to do business with’ are more likely to achieve bottom line benefits than organisations that do not have such a reputation.The report offers new insights into how organisations provide customer service excellence including developing a particular service personality or style; the need for ‘adult’ relationships between managers and staff; top to bottom training; and the way organisations can achieve both consistency of service and a flexible approach.Professor Johnston has written a follow-up report to this research called Delivering Service Excellence: The view from the front-line and it is strongly suggested that the two reports are read together.It was sponsored by Britannic Assurance, FirstGroup, Lloyds TSB, RAC and Vodafone. ReviewsThere are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.