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Achieving a Five-Star Service

In: The New Operational Culture

Author

Listed:
  • Beatriz Muñoz-Seca

    (University of Navarra)

  • Josep Riverola

    (University of Navarra)

Abstract

In the preceding chapter, we saw how the Teatro Real became, for our protagonists, the realisation of a dream. We’ve also seen that they describe their service as ‘a five-star service’ and discovered who the customer of Operations Management really is — sorry, but it’s not you. You’re far off in the distance, perhaps reclining at the back of the auditorium or in a VIP box. For you to experience this five-star service, you’d need to fade away and materialise in the body of someone close to Operations.

Suggested Citation

  • Beatriz Muñoz-Seca & Josep Riverola, 2009. "Achieving a Five-Star Service," Palgrave Macmillan Books, in: The New Operational Culture, chapter 0, pages 69-75, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-58460-0_8
    DOI: 10.1057/9780230584600_8
    as

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