1.1 INTRODUCTION
1.2 FROM THE INDUSTRIAL MODEL TO THE MARKET-FOCUSED MODEL
1.3 FOCUS ON SERVICE INDUSTRIES
1.3.1 TRENDS AND EXPLANATIONS ABOUT SERVICE INDUSTRY
1.3.2 DEFINITION OF SERVICES AND MAIN DYNAMIC SERVICE INDUSTRIES
1.3.3 SERVICE VS GOODS
1.3.3.1 Intangibility
1.3.3.2 Inseparability
1.3.3.3 Heterogeneity
1.3.3.4 Perishability
1.4 CONSIDERATION ABOUT SERVICE INDUSTRY
1.5 SATISFIED CUSTOMER MEANS LOYAL CUSTOMERS?
1.6 AIMS AND GOALS OF THE THESIS.2.1 THE CUSTOMER
2.1.1 CONSUMER DECISION PROCESS
2.1.2 SATISFACTIONS AND EXPECTATIONS TOWARD THE DISCONFIRMATION MODEL
2.1.3 THE QUALITY ACROSS THE SERVQUAL MODEL
2.2 THE EMPLOYEES
2.2.1 FOCUS ON THE THEORIES ON MOTIVATION
2.2.1.1 F.W. Taylor and the Scientific Management
2.2.1.2 Hofstede's dimension on motivations:
2.2.1.3 Maslow's Motivation Theory
2.2.1.4 Alderfer's ERG theory
2.2.1.5 Achievement motivation theory
2.2.2 EXPECTANCY THEORY
2.2.3 THE EVOLUTION OF MANAGEMENT: CONTROL VS COMMITMENT COMPANIES
2.2.4 MOTIVATION AND SATISFACTION
2.3 THE RELATION BETWEEN CUSTOMER AND EMPLOYEES
2.3.1 THE EXISTING RELATION
2.3.2 THE GOOD PLACE TO WORK
2.3.2.1 Empowerment and "employees first" culture
2.3.2.2 Company's cultures
2.3.2.3 The role of design
2.3.3 THE GOOD EMPLOYEES
2.3.3.1 Hiring
2.3.3.2 Training
2.3.3.3 Communication
2.3.3.4 Customer & employee loyalty
2.3.4 REWARDS THE EMPLOYEES
2.3.4.1 Desire of promotion
2.3.4.2 Compensation to customer satisfaction
2.3.5 THE EFFECTIVE COMPANIES3 THE CONFIRMATION MODEL THROUGH CASE STUDIES, PERSONAL EXPERIENCE AND INTERVIEWS.
3.1 THE CASE STUDIES
3.1.1 HP INDIA
3.1.2 SOUTHWEST
3.1.3 SEMCO
3.2 THE INTERVIEWS AND PERSONAL EXPERIENCE
3.2.1 MANAGERS
3.2.2 FRONTLINE EMPLOYEES
3.2.3 CUSTOMERS
