Product details

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Prize winner
Subject category: Marketing
Published by: Institute for Management Development (IMD)
Originally published in: 2001
Version: 04.09.2003
Length: 27 pages
Data source: Field research

Abstract

This is the first of a three-case series (IMD-5-0592, IMD-5-0623 and IMD-5-0624-V). ISS is a highly diverse facility services company operating in an industry where customer service is vital for survival and future growth. This case explores the links between customer satisfaction, customer loyalty, employee satisfaction and profit and growth. Participants are asked to discuss these links and propose to ISS corporate headquarters a coherent service strategy that will help ISS achieve their ambitious organic growth objectives.
Location:
Industry:
Size:
EUR3.8 billion
Other setting(s):
2001

About

Abstract

This is the first of a three-case series (IMD-5-0592, IMD-5-0623 and IMD-5-0624-V). ISS is a highly diverse facility services company operating in an industry where customer service is vital for survival and future growth. This case explores the links between customer satisfaction, customer loyalty, employee satisfaction and profit and growth. Participants are asked to discuss these links and propose to ISS corporate headquarters a coherent service strategy that will help ISS achieve their ambitious organic growth objectives.

Settings

Location:
Industry:
Size:
EUR3.8 billion
Other setting(s):
2001

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