Despite evidence that such practices help service firms achieve higher company performance, many organizations have not managed to execute them as effectively. Why do you think that is the case?

Why do you think full-service airlines in the United States are largely undifferentiated low-quality providers? What are the reasons that none of the full-service airlines has positioned themselves as high service-quality providers?

How do people feel if they are working in a culture that focuses so intensely on customers but cuts costs to the bone internally?