Delivering excellent service: Lessons from the best firms

California Management Review

Volumn , Issue 1, 2001, Pages 39-56

  Ford, Robert C ^a   Heaton, Cherrill P ^a   Brown, Stephen W ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0035730163     PISSN: 00081256     EISSN: None     Source Type: Journal    
DOI: 10.2307/41166110     Document Type: Article

References (42)

1. R.C. Ford and C.P. Heaton, Managing the Guest Experience in Hospitality (Albany, NY: Delmar, 2000).
2. For some examples of how firms can do this, see T.H. Davenport, J.G. Harris, and A.K. Kohli, "How Do They Know Their Customers So Well?" Sloan Management Review, 42/2 (Winter 2001): 63-72.
3. J. Carlzon, Moments of Truth (New York, NY: Ballinger, 1987).
4. M.J. Bitner, "Servicescapes: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing 56/2 (April 1992): 57-71; M.D. Fottler, R.C. Ford, V. Roberts, and E.W. Ford, "Creating a Healing Environment: The Importance of Service Setting in the New Consumer-Oriented Healthcare System," Journal of Healthcare Management, 45/2 (March/April 2000): 91-107.
5. M.J. Bitner, "Servicescapes: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing 56/2 (April 1992): 57-71; M.D. Fottler, R.C. Ford, V. Roberts, and E.W. Ford, "Creating a Healing Environment: The Importance of Service Setting in the New Consumer-Oriented Healthcare System," Journal of Healthcare Management, 45/2 (March/April 2000): 91-107.
6. C. Sewell and P.B. Brown, Customers for Life (New York, NY: Pocket Books, 1990).
7. B. Gutek and T. Walsh, The Brave New Service Strategy (New York, NY: AMACOM, 2000); B. Schneider and D.E. Bowen, Winning the Service Game (Boston, MA: Harvard Business School Press, 1995).
8. B. Gutek and T. Walsh, The Brave New Service Strategy (New York, NY: AMACOM, 2000); B. Schneider and D.E. Bowen, Winning the Service Game (Boston, MA: Harvard Business School Press, 1995).
9. J.L Heskett, W.E. Sasser, and C.W. Hart, Service Breakthroughs: Changing the Rules of the Game (New York, NY: The Free Press, 1990).
10. L.L. Berry, On Great Service: A Framework for Action (New York, NY: The Free Press, 1995); L.L. Berry, Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success (New York, NY: The Free Press, 1999).
11. L.L. Berry, On Great Service: A Framework for Action (New York, NY: The Free Press, 1995); L.L. Berry, Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success (New York, NY: The Free Press, 1999).
12. A.G. Robinson and S. Stern, Corporate Creativity: How Innovation and Improvement Actually Happen (San Francisco, CA: Berrett-Koehler, 1997).
13. D.E. Bowen and E.E. Lawler, "Empowering Services Employees," Sloan Management Review, 36/4 (Summer 1995): 73-84; D.E. Bowen and E.E. Lawler, "The Empowerment of Service Workers: What, Why, How, and When," Sloan Management Review, 33/1 (Fall 1992): 31-39; B. Schneider and D. Bowen, "The Service Organization: Human Resources Is Critical," Organizational Dynamics, 21/4 (Spring 1993): 39-52.
14. D.E. Bowen and E.E. Lawler, "Empowering Services Employees," Sloan Management Review, 36/4 (Summer 1995): 73-84; D.E. Bowen and E.E. Lawler, "The Empowerment of Service Workers: What, Why, How, and When," Sloan Management Review, 33/1 (Fall 1992): 31-39; B. Schneider and D. Bowen, "The Service Organization: Human Resources Is Critical," Organizational Dynamics, 21/4 (Spring 1993): 39-52.
15. D.E. Bowen and E.E. Lawler, "Empowering Services Employees," Sloan Management Review, 36/4 (Summer 1995): 73-84; D.E. Bowen and E.E. Lawler, "The Empowerment of Service Workers: What, Why, How, and When," Sloan Management Review, 33/1 (Fall 1992): 31-39; B. Schneider and D. Bowen, "The Service Organization: Human Resources Is Critical," Organizational Dynamics, 21/4 (Spring 1993): 39-52.
16. C.W. Hart, J.L. Heskett, and W.E. Sasser, "The Profitable Art of Service Recovery," Harvard Business Review, 68/4 (July/August 1990): 148-156; Technical Assistance Research Program (TARP), Consumer Complaint Handling in America: An Update Study (Washington, DC: Department of Consumer Affairs, 1986); J. Barlow, and C. Moler, A Complaint Is a Gift (San Francisco, CA: Berrett-Koehler, 1996); R. Johnston, "Service Failure and Recovery: Impact, Attributes and Process," in T.D. Swartz, D. Bowen, and S. Brown, eds., Advances in Services Marketing and Management, Vol. 4 (Greenwich, CT: JAI Press, 1995), pp. 211-228
17. C.W. Hart, J.L. Heskett, and W.E. Sasser, "The Profitable Art of Service Recovery," Harvard Business Review, 68/4 (July/August 1990): 148-156; Technical Assistance Research Program (TARP), Consumer Complaint Handling in America: An Update Study (Washington, DC: Department of Consumer Affairs, 1986); J. Barlow, and C. Moler, A Complaint Is a Gift (San Francisco, CA: Berrett-Koehler, 1996); R. Johnston, "Service Failure and Recovery: Impact, Attributes and Process," in T.D. Swartz, D. Bowen, and S. Brown, eds., Advances in Services Marketing and Management, Vol. 4 (Greenwich, CT: JAI Press, 1995), pp. 211-228
18. C.W. Hart, J.L. Heskett, and W.E. Sasser, "The Profitable Art of Service Recovery," Harvard Business Review, 68/4 (July/August 1990): 148-156; Technical Assistance Research Program (TARP), Consumer Complaint Handling in America: An Update Study (Washington, DC: Department of Consumer Affairs, 1986); J. Barlow, and C. Moler, A Complaint Is a Gift (San Francisco, CA: Berrett-Koehler, 1996); R. Johnston, "Service Failure and Recovery: Impact, Attributes and Process," in T.D. Swartz, D. Bowen, and S. Brown, eds., Advances in Services Marketing and Management, Vol. 4 (Greenwich, CT: JAI Press, 1995), pp. 211-228
19. C.W. Hart, J.L. Heskett, and W.E. Sasser, "The Profitable Art of Service Recovery," Harvard Business Review, 68/4 (July/August 1990): 148-156; Technical Assistance Research Program (TARP), Consumer Complaint Handling in America: An Update Study (Washington, DC: Department of Consumer Affairs, 1986); J. Barlow, and C. Moler, A Complaint Is a Gift (San Francisco, CA: Berrett-Koehler, 1996); R. Johnston, "Service Failure and Recovery: Impact, Attributes and Process," in T.D. Swartz, D. Bowen, and S. Brown, eds., Advances in Services Marketing and Management, Vol. 4 (Greenwich, CT: JAI Press, 1995), pp. 211-228
20. V.A. Zeithaml and M.J. Bitner, Services Marketing (New York, NY: McGraw-Hill, 1996); Schneider and Bowen, op. cit.; J.L. Heskett, W.E. Sasser and L. Schlesinger, The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (New York, NY: John Wiley & Sons, 1997); W.-C. Tsai, "Determinants and Consequences of Employee Displayed Positive Emotion," Journal of Management, 27/4 (July/August 2001): 497-512.
21. V.A. Zeithaml and M.J. Bitner, Services Marketing (New York, NY: McGraw-Hill, 1996); Schneider and Bowen, op. cit.; J.L. Heskett, W.E. Sasser and L. Schlesinger, The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (New York, NY: John Wiley & Sons, 1997); W.-C. Tsai, "Determinants and Consequences of Employee Displayed Positive Emotion," Journal of Management, 27/4 (July/August 2001): 497-512.
22. V.A. Zeithaml and M.J. Bitner, Services Marketing (New York, NY: McGraw-Hill, 1996); Schneider and Bowen, op. cit.; J.L. Heskett, W.E. Sasser and L. Schlesinger, The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (New York, NY: John Wiley & Sons, 1997); W.-C. Tsai, "Determinants and Consequences of Employee Displayed Positive Emotion," Journal of Management, 27/4 (July/August 2001): 497-512.
23. V.A. Zeithaml and M.J. Bitner, Services Marketing (New York, NY: McGraw-Hill, 1996); Schneider and Bowen, op. cit.; J.L. Heskett, W.E. Sasser and L. Schlesinger, The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (New York, NY: John Wiley & Sons, 1997); W.-C. Tsai, "Determinants and Consequences of Employee Displayed Positive Emotion," Journal of Management, 27/4 (July/August 2001): 497-512.
24. Sewell and Brown, op. cit.
25. B.E. Ashford and R.H. Humphrey, "Emotional Labor in Service Roles," Academy of Management Review, 18/1 (January 1993): 88-115; Zeithaml and Bitner, op. cit.
26. B.E. Ashford and R.H. Humphrey, "Emotional Labor in Service Roles," Academy of Management Review, 18/1 (January 1993): 88-115; Zeithaml and Bitner, op. cit.
27. E.H. Schein, Organizational Culture and Leadership: A Dynamic View (San Francisco, CA: Jossey-Bass, 1985); B. Schneider, "The Service Organization: Climate Is Crucial," Organizational Dynamics, 9/2 (Autumn 1980): 52-65; J. Van Maanen, "The Smile Factory: Work at Disneyland," in P. J. Frost et al., eds., Reframing Organizational Culture (Newbury Park, CA: Sage Publications, 1989).
28. E.H. Schein, Organizational Culture and Leadership: A Dynamic View (San Francisco, CA: Jossey-Bass, 1985); B. Schneider, "The Service Organization: Climate Is Crucial," Organizational Dynamics, 9/2 (Autumn 1980): 52-65; J. Van Maanen, "The Smile Factory: Work at Disneyland," in P. J. Frost et al., eds., Reframing Organizational Culture (Newbury Park, CA: Sage Publications, 1989).
29. E.H. Schein, Organizational Culture and Leadership: A Dynamic View (San Francisco, CA: Jossey-Bass, 1985); B. Schneider, "The Service Organization: Climate Is Crucial," Organizational Dynamics, 9/2 (Autumn 1980): 52-65; J. Van Maanen, "The Smile Factory: Work at Disneyland," in P. J. Frost et al., eds., Reframing Organizational Culture (Newbury Park, CA: Sage Publications, 1989).
30. H.M. Trice and J.M. Beyer, The Cultures of Work Organizations (Englewood Cliffs, NJ: Prentice Hall, 1993); K. Freiberg and J. Freiberg, Nuts! Southwest Airlines' Crazy Recipe for Business and Personal Success (Austin, TX: Bard Press, 1996).
31. H.M. Trice and J.M. Beyer, The Cultures of Work Organizations (Englewood Cliffs, NJ: Prentice Hall, 1993); K. Freiberg and J. Freiberg, Nuts! Southwest Airlines' Crazy Recipe for Business and Personal Success (Austin, TX: Bard Press, 1996).
32. Schein, op. cit.; D. Koenig, Mouse Tales: A Behind-the-Ears Look at Disneyland (Irvine, CA: Bonaventure Press, 1994).
33. Schein, op. cit.; D. Koenig, Mouse Tales: A Behind-the-Ears Look at Disneyland (Irvine, CA: Bonaventure Press, 1994).
34. J.M. Kouzes and B.Z. Posner, The Leadership Challenge - How to Keep Getting Extraordinary Things Done in Organizations (San Francisco, CA: Jossey-Bass, 1995).
35. Hart, Heskett, and Sasser, op. cit.; TARP, op. cit.
36. Hart, Heskett, and Sasser, op. cit.; TARP, op. cit.
37. J.E.G. Bateson, "Self-Service Consumer: An Exploratory Study," Journal of Retailing, 61/3 (Fall 1985): 49-76; S.W. Kelley, J.H. Donnelly, and S. L. Skinner, "Customer Participation in Service Production and Delivery," Journal of Retailing, 66/3 (Fall 1990): 315-335; C. Lovelock and R. Young, "Look to Consumers to Increase Productivity," Harvard Business Review, 57/3 (May/June 1979): 168-178.
38. J.E.G. Bateson, "Self-Service Consumer: An Exploratory Study," Journal of Retailing, 61/3 (Fall 1985): 49-76; S.W. Kelley, J.H. Donnelly, and S. L. Skinner, "Customer Participation in Service Production and Delivery," Journal of Retailing, 66/3 (Fall 1990): 315-335; C. Lovelock and R. Young, "Look to Consumers to Increase Productivity," Harvard Business Review, 57/3 (May/June 1979): 168-178.
39. J.E.G. Bateson, "Self-Service Consumer: An Exploratory Study," Journal of Retailing, 61/3 (Fall 1985): 49-76; S.W. Kelley, J.H. Donnelly, and S. L. Skinner, "Customer Participation in Service Production and Delivery," Journal of Retailing, 66/3 (Fall 1990): 315-335; C. Lovelock and R. Young, "Look to Consumers to Increase Productivity," Harvard Business Review, 57/3 (May/June 1979): 168-178.
40. For additional articles on this subject, see D.E. Bowen, "Managing Customers as Human Resources in Service Organizations," Human Resource Management, 25/3 (Fall 1986): 371-383; R.C. Ford and C.P. Heaton, "Managing Your Guest as a Quasi-Employee," Cornell Hotel and Restaurant Quarterly, 42/2 (2001):46-55.
41. For additional articles on this subject, see D.E. Bowen, "Managing Customers as Human Resources in Service Organizations," Human Resource Management, 25/3 (Fall 1986): 371-383; R.C. Ford and C.P. Heaton, "Managing Your Guest as a Quasi-Employee," Cornell Hotel and Restaurant Quarterly, 42/2 (2001):46-55.
42. B.J. Pine and J.H. Gilmore, The Experience Economy (Boston, MA: Harvard Business Press, 1995).