Where has all the service gone?
Horst Schulze
(Horst Schulze is president and chief operating officer of the Ritz‐Carlton Hotel Company. Ritz‐Carlton has twice won the coveted Malcolm Baldrige National Quality Award (1992 and 1999), the only hospitality company so honored by the US Department of Commerce.)
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Abstract
The decline in real customer service parallels corporate USA’s fascination with customer care management – elaborate technologies and processes that spin the wheels of service without actually serving anyone. The author criticizes these new economy service models and demonstrates from first‐hand experience the values of the old economy. He includes a number of novel ways for approaching defect‐free service in any business.
Keywords
Citation
Schulze, H. (2000), "Where has all the service gone?", Strategy & Leadership, Vol. 28 No. 5, pp. 21-24. https://doi.org/10.1108/10878570010379419
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited