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LUX* Resorts: Staging a Service Revolution in a Resort Chain  LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group

  The team at UP! Your Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section.  In this post, we add insights for service

This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements will contribute to the success or failure of your service culture building program. Getting It Right means doing what works