Service Management Strategic Mindsets: That Create Positive Customer and Employee Experiences

David E. Bowen () and Benjamin Schneider
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David E. Bowen: Thunderbird School of Global Management (Emeritus)
Benjamin Schneider: University of Maryland (Emeritus)

A chapter in The Palgrave Handbook of Service Management, 2022, pp 129-149 from Springer

Abstract: Abstract Four “strategic mindsets” can help build an effective service organization capable of creating positive customer and employee experiences (CXs and EXs). First, is a “service is still all about people” mind set as the basis of competitive advantage. The following two mindsets (“service climate” and “coordination”) create an organizational context in which service excellence is facilitated, and the fourth mindset is “high-performing customers” as co-producers and co-creators of value. The organization must care for both customers and employees, aware that what happens internally gets reflected externally and that the reciprocal relationships between EXs and CXs must also be managed.

Keywords: Strategic mindsets; Competitive advantage; CX; EX; Reciprocal effects (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_8

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DOI: 10.1007/978-3-030-91828-6_8

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