Service Marketing

1. Herbert Simon once said that ‘all learning takes place within an individual’s head’. Would you agree? How does this idea relate to the social dynamics outlined here?

2. If these social dynamics are indeed crucial in terms of knowledge creation and diffusion, what might supportive HR practices look like?

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The Net Promoter Score is a simple and useful metric to capture loyalty intentions and get an indication of the firm’s ability to grow, but firms might benefit from looking at other metrics as well to gain a better understanding of their ability to grow.

What kind of metrics would you use to better understand the ability of a service firm to grow?

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