ISS: Developing a Breakthrough Service Strategy to Drive Profit and Growth

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Supporting video

Reference no. IMD-5-0624-V

Subject category: Marketing

Authors: Jacques Horovitz (International Institute for Management Development (IMD)); Els Van Weering (International Institute for Management Development (IMD))

Published by: International Institute for Management Development (IMD)

Published in: 2003

Length: 25 minutes

Data source: Field research

Topics: Service; Customer satisfaction; Employee satisfaction; Leadership

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Abstract

This is part of a case series. In this video the Chief Executive Officers of ISS Sweden and ISS Denmark comment on the service profit chain and on their personal leadership style with regard to improving customer and employee satisfaction levels.

Location:

Denmark, Sweden

Industry:

Service

Size:

260,000 employees

Other setting(s):

2003