Service Competitiveness – An Anglo-US Study |
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| Authors: | CA Voss K Blackmon R Chase EL Rose & AV Roth |
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| Affiliation: | London Business School,;Centre for Operations Management, London Business School,;School of Business Administration, University of Southern California,;Kenan-Flagler Business School, University of North Carolina at Chapel Hill |
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| Abstract: | This article reports on the latest in a series of international comparisons of management practices and performance outcomes of industries in various countries. Here, it is the service industries in the UK and the US which come under the microscope. Among the companies surveyed, there were more world-class performers in the US than the UK, but also more low performers. The concluding part of the article is diagnostic – the authors also suggest measures which could improve performance. |
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