Is it possible to have your cake and eat it too with service and efficiency? Yes. This post shares research by Jochen Wirtz and Valerie Zeithaml that CESE (cost effective service excellence) can be achieved through Dual Culture, Operations Management and Focused Service Factory approaches.
from Forbes Real Time //www.forbes.com/sites/stanphelps/2017/09/06/three-lessons-from-amazon-usaa-and-jetblue-on-achieving-cese-cost-effective-service-excellence/
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