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商品編號： 9-604-010 出版日期： 2003/07/24 作者姓名： Edmondson, Amy C.;Hajim, Corey 商品類別： Service management 商品規格： 20p 再版日期： 2003/12/01 地域： Connecticut 產業： Retail trade 個案年度： 2002 - 2002
商品敘述：
Describes a small, luxury retail chain''s operational sophistication achieved through the use of technology and high-touch customer service. A family-run business, Mitchells has built its success with a customer service strategy know internally as ""hugging."" The term is deceptively simple. The firm''s true success lies in its blend of a warm other-oriented corporate culture, sophisticated information technology, and an effective family business structure. Although the setting is regional, the approach is clearly applicable to many service organizations. The chain is currently considering further expansion for future generations.
涵蓋領域：
Organizational culture;Expansion;Information technology;Customer service;Family-owned businesses
相關資料：
Case Teaching Note, (5-608-090), 13p, by Amy C. Edmondson
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