Designing the Soft Side of Customer Service HBS Case Analysis


Subjects Covered
Customer service
Human resource management
Quality management

by
Sriram Dasu,
Richard B. Chase

Source: MIT Sloan Management Review

9 pages.
Publication Date: Oct 01, 2010. Prod. #: SMR362-PDF-ENG

Designing the Soft Side of Customer Service Harvard Case Study Solution and HBR and HBS Case Analysis