BEFORE BEGINNING WORK ON THIS ASSIGNMENT: Read the article “Putting the Service Profit Chain to Work???? from Harvard Business Review, March/April 2008. STUDY HINT: Pay attention to the language used in the article. Many of the phrases used, like “exceed your expectations???? and “delight the customer???? became instant buzzwords. Please write some comments on one organization that you think should follow this approach. Do you believe the organization would score well in a service audit? What recommendations can you provide?
