Service Management

Project description
ISBN-13:978-0273740483
Robert Johnston Graham CLark and Michael Shulver

The empress hotel group case chapter 10 case excersize. Pg 278-279

Must have brief history of organization. textbook and outside source must Cite.
Service concept of organization.
financial performant
and SWOT Analysis (including competitve analysis.
Must connect to terms of chapter!!!!

DQ Chapter 10 PG 271-273
please answer questions and must connect to chapter with specifics key management terms from chapter
Case example 10.4 – First Direct
1. What are the key aspects of management style or leadership which ensure that customers
go away happy from First Direct?
2. How important is the recognition that First Direct must be a communications company
first and a financial services organization second?

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