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BEFORE BEGINNING WORK ON THIS ASSIGNMENT:
Read the article “Putting the Service Profit Chain to Work” from Harvard Business Review, March/April 2008.
STUDY HINT:
Pay attention to the language used in the article. Many of the phrases used, like “exceed your expectations” and “delight the customer” became instant buzzwords.
Homework Assignment #5:
Please write some comments on one organization that you think should follow this approach. Do you believe the organization would score well in a service audit? What recommendations can you provide?
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