Implementing Service Excellence to Become a Winning Organisation

Khan, Hina and Hedley, Katie (2015) Implementing Service Excellence to Become a Winning Organisation. In: Marketing in Transition : Scarcity, Globalism, & Sustainability. Developments in Marketing Science: Proceedings of the Academy of Marketing Science ((DMSPAMS)) . Springer, Cham, 464-. ISBN 9783319186863

Abstract

The importance of service quality in service firms is paramount and has led to increased awareness of the significance of internal marketing to employees. This paper investigates the implementation of service excellence within an SME with emphasis on how organisations should treat their employees as customers in order to motivate them and in turn provide clients with outstanding service. It identifies the practices that organisations should be implementing in order to achieve organisation goals.