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	<description>Customer Service</description>
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		<title>The Service Ethic: The Ultimate Guarantor Against Moral Hazards in the Marketplace</title>
		<link>http://servicemeltdown.com/?p=280</link>
		<comments>http://servicemeltdown.com/?p=280#comments</comments>
		<pubDate>Thu, 10 May 2012 14:06:38 +0000</pubDate>
		<dc:creator>Raul Pupo</dc:creator>
				<category><![CDATA[Blog]]></category>

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		<description><![CDATA[It is commonplace that companies over-commit, over-sell, and over-promise in an effort to make a sale, and in a broader context to steal a march on the competition. When this behavior is acted out knowingly, however, it creates a moral hazard that an executive leadership group driven by an ethical construct that goes beyond a [...]]]></description>
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		<title>Service Management is not Customer Service</title>
		<link>http://servicemeltdown.com/?p=269</link>
		<comments>http://servicemeltdown.com/?p=269#comments</comments>
		<pubDate>Fri, 27 Jan 2012 02:09:05 +0000</pubDate>
		<dc:creator>Raul Pupo</dc:creator>
				<category><![CDATA[Blog]]></category>

		<guid isPermaLink="false">http://servicemeltdown.com/?p=269</guid>
		<description><![CDATA[As the discipline of Service Management takes hold in commercial enterprises as well as in institutions of higher learning I am often asked, “How is Service Management different from Customer Service?” Service Management refers to those principles and practices that help solidify customer relationships through excellence in service across all functions of the organization. Service [...]]]></description>
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		<title>Our Service Economy is in the Red Zone</title>
		<link>http://servicemeltdown.com/?p=176</link>
		<comments>http://servicemeltdown.com/?p=176#comments</comments>
		<pubDate>Tue, 18 Oct 2011 19:30:48 +0000</pubDate>
		<dc:creator>Raul Pupo</dc:creator>
				<category><![CDATA[Blog]]></category>

		<guid isPermaLink="false">http://servicemeltdown.com/?p=176</guid>
		<description><![CDATA[I am working to raise the level of awareness in business, education, and government to the miserable state of our service economy and what we might do arrest its steep decline. As we&#8217;ve talked about before,  the process of “exporting America” both in manufacturing and services continues unabated. Yet, precious little has been done since I [...]]]></description>
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		<title>The Future of Manufacturing in the United States</title>
		<link>http://servicemeltdown.com/?p=238</link>
		<comments>http://servicemeltdown.com/?p=238#comments</comments>
		<pubDate>Fri, 30 Sep 2011 23:56:28 +0000</pubDate>
		<dc:creator>Raul Pupo</dc:creator>
				<category><![CDATA[Blog]]></category>

		<guid isPermaLink="false">http://servicemeltdown.com/?p=238</guid>
		<description><![CDATA[The former world economic power, the United Kingdom, lost its supremacy because it failed to adapt. Britain’s decline is explained by a long adherence to a variety of rigid policies and practices that kept it from adapting to new world realities – few of them having to do with the nation’s industrial or manufacturing prowess [...]]]></description>
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		<title>America&#8217;s Golden Age: A Thing of the Past</title>
		<link>http://servicemeltdown.com/?p=223</link>
		<comments>http://servicemeltdown.com/?p=223#comments</comments>
		<pubDate>Sun, 03 Jul 2011 15:49:45 +0000</pubDate>
		<dc:creator>Raul Pupo</dc:creator>
				<category><![CDATA[Blog]]></category>

		<guid isPermaLink="false">http://servicemeltdown.com/?p=223</guid>
		<description><![CDATA[America’s Golden Age is behind us. And, I don’t believe there is any chance of reversing a trend that began thirty plus years ago. The best case scenario is to arrest the rate of economic slippage – never mind social slippage, which is probably lodged in permanent decay. But even this outcome will require the [...]]]></description>
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		<title>Five Stages for Achieving Service Excellence</title>
		<link>http://servicemeltdown.com/?p=192</link>
		<comments>http://servicemeltdown.com/?p=192#comments</comments>
		<pubDate>Fri, 10 Jun 2011 01:57:48 +0000</pubDate>
		<dc:creator>Raul Pupo</dc:creator>
				<category><![CDATA[Blog]]></category>

		<guid isPermaLink="false">http://servicemeltdown.com/?p=192</guid>
		<description><![CDATA[The Five Stage Model of Service Excellence was developed by our team of experts in service to describe the evolution of service as an output measure in organizations. The curve, which describes the evolution of an organization&#8217;s ability to deliver excellence in service, remains flat through its early stages until all the building blocks come together. The inflection point of the curve occurs [...]]]></description>
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