New Jersey City University Management Services Organization Paper


The article The Four Things a Service Must Get Right (HBS 2008) talks to how a service industry needs to satisfy certain things to ensure success.  Granted much has changed since the article was written but the basic concepts remain today, 
Review this article and select two service firms – one that is successful and one that is struggling.  Use the article as the basis for your arguments on the firms.  Look at best practices and discuss possible solutions for the struggling firm.  My example of a successful form is Starbucks and a struggling firm is United Airlines.

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