In any service industry the product (i.e.the service) which gets delivered to the customer is the person who delivers the service. The quality of the service is perceived through the behaviour of the person who delivers. So, if ...READ»
Last week my friend from New York arrived in Amsterdam. The checking out lasted longer than other flights who arrived earlier. So I called her and asked what the problem was. It appeared that 2 containers of luggage were ...READ»
I did ask that question to several specialized groups in innovation. The common denominator in the answers is that innovation is the responsibility of a team. No single person should hold that responsibility. But this is the phase ...READ»
There is a lot been written about the importance of the experience economy. That what really counts is the customers’experience. When we are talking about the customer, who is really the customer in a service environment?In ...READ»
A Kick in the Career: Are the days long gone when employees stayed with one job for 25 years and landed a nice silver watch? In this week's column, humorist and career expert Tom Stern takes a discerning look at job hopping and skills portability.READ»
In what major aspect is service innovation different from product innovation? The idea-phase is practically the same for both. Without people proposing new ideas, not much is going to happen. This is also the phase in which ...READ»
Recent research by Kelly Services in 33 countries indicates that 29 percent of the employees perceive their work as unhealthy. One in eight (13 percent) employees report being sick, while they actually are not. Employees report ...READ»
A Kick in the Career: In this week's installment, humorist and career expert Tom Stern muses about Labor Day. As the celebration of the American worker should we all (no exceptions) have the day off, or should we just go against the grain and go into work. Besides, who needs an end of summer barbecue.READ»
