By: Joe Wheeler Just over 20 years since its first publication, the Service Profit Chain still appears in the presentations of leading companies at conferences around the world. Perhaps no other management model has survived the test of time and scrutiny by both business and academic leaders. Why? Well, perhaps the premise is difficult to …
By Peter C. Verhoef Firms constantly re-evaluate their service channels. Customers are serviced through multiple channels, but usually use their preferred channel most frequently. However, some channels are more costly for the companies than other channels. Channels involving service employees, such as call centers, are much more expensive, especially when compared to the digital self-service …
By Bob Giacometti Traditionally, the role of Personnel, as Human Resources (HR) was once known, centered more on administrative and support activities such as hiring and transferring, maintaining employee records, and administering appraisal, compensation, benefits, equal opportunity, and other employee relations programs. While important, many HR teams still operate outside of the strategic planning process …
By Kathryn K. Eaton Over the last year, I have had the remarkable opportunity to work with the Obesity Solutions Initiative, which is a collaboration between Mayo Clinic and Arizona State University. My work with this outstanding team of people has been varied and challenging, but my background in marketing has been a perfect …
