This video accompanies Ron Kaufman’s and my research featured in Harvard Business Review - see hbr.org/2016/04/revolutionizing-customer-service . If you are interested to learn more, download: >> download the full case study on LUX* Resorts & Hotels -- bizfaculty.nus.edu/media_rp/publications/ZT7VA1457920908.pdf >> download the Working Paper -- bizfaculty.nus.edu/media_rp/publications/GynMI1457055122.pdf We hope you enjoy these additional materials and find them useful.
This video accompanies Ron Kaufman’s and my research featured in Harvard Business Review - see hbr.org/2016/04/revolutionizing-customer-service .
If you are interested to learn more, download:
>> download the full case study on LUX* Resorts & Hotels -- bizfaculty.nus.edu/media_rp/publications/ZT7VA1457920908.pdf
>> download the Working Paper -- bizfaculty.nus.edu/media_rp/publications/GynMI1457055122.pdf
We hope you enjoy these additional materials and find them useful.