... initiatives. This article addresses this challenge by developing a prescriptive learning organization framework to support change management in servitization. Design/methodology/approach This research employs a framework-based review to synthesize the scattered literature on service-driven learning...

... during the business game and the business logic of the parties involved could enhance the common understanding of the business environment at hand and might encourage finding new approaches to the business. Servitization Business game concept Change management Customer awareness Quality...

...Ziaul Huq Purpose This paper focuses on six change management issues that address quality management practices in the service sector, difficulty in taking a holistic approach to total quality management (TQM) implementation in the service environment, and the challenges of delivering...

... and departments, the citizen expects some homogeneity in the results” (Richard, 1999). Allen et al. (2001) discuss a similar “interesting quandary”: Technology led strategy Customer service management Customer services quality Change management Whereas much of recent public sector...

... we will seek to improve continuously. 3 We will train and develop all staff to realize their full potential to serve customers. © MCB UP Limited 1995 Customer care Change management TQM Founded in 1825, Standard Life has a reputation for financial stability, good investment...