Case Study

ISS: Developing a breakthrough service strategy to drive profit and growth (B)

3 pages
September 2003
Reference: IMD-5-0623

This case is a follow up to “ISS: Developing a Breakthrough Service Strategy to Drive Profit and Growth (A)”. Two years after writing case A, the authors interviewed ISS’ CEOs in Denmark and in Sweden and asked them to comment on the differences in customer satisfaction and in employee satisfaction in their respective countries. Rather than explaining the differences, both CEOs said that an international comparison of satisfaction results is not possible. The case describes some of their arguments and serves as a basis for discussion on whether surveys and comparisons of customer and employee satisfaction on an international scale are relevant and if so, under which conditions.

Keywords
Services, Customer Satisfaction, Employee Satisfaction, Measuring
Settings
2003
Type
Field Research
Copyright
© 2003
Available Languages
English
Related material
Video
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ISS: Developing a breakthrough service strategy to drive profit and growth (C) (Video case)
By Jacques Horovitz and Els Van Weering
Case reference: IMD-5-0624 ©2003
Summary
In this video the CEOs 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. (IMD Cat. No. 696.0; Runtime 25 minutes)
Reference IMD-5-0624
Copyright ©2003
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications