Experiencing World Class Service Excellence
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Findings
A quantitative evaluation to give company rankings was considered. However, given the varying formats of the visits, the data collection was uneven and this approach was therefore discounted.
Dealing then with the ‘Line of Sight’ components in turn:
Context
An important part of the context is the concept of the American dream and an equal opportunity society. Many companies played to this with their oft-repeated ‘rags to riches’ dynastic corporate history, incessant stories, Mark Twain type aphorisms, and a focus on friends, family and community. In the context of UK companies, they were also relatively young.
The tour took place as the American economy was in a recession and post the 11th September. There was evidence that companies were tightening their belts and trading conditions were more
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