Achieving a Five-Star Service

Beatriz Muñoz-Seca and Josep Riverola
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Beatriz Muñoz-Seca: University of Navarra
Josep Riverola: University of Navarra

Chapter VIII in The New Operational Culture, 2009, pp 69-75 from Palgrave Macmillan

Abstract: Abstract In the preceding chapter, we saw how the Teatro Real became, for our protagonists, the realisation of a dream. We’ve also seen that they describe their service as ‘a five-star service’ and discovered who the customer of Operations Management really is — sorry, but it’s not you. You’re far off in the distance, perhaps reclining at the back of the auditorium or in a VIP box. For you to experience this five-star service, you’d need to fade away and materialise in the body of someone close to Operations.

Keywords: Operational Culture; Classic Criterion; Lead User; Talented People; Preceding Chapter (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-58460-0_8

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DOI: 10.1057/9780230584600_8

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