Shared Values and Culture

The importance of shared values Christopher et al. define shared values as ‘Those ideas of what is right and desirable (in corporate and/or individual behaviour) which are typical of the organization and common to most of its members’ (Christopher et al.,...

Services, Part 5

Newspaper banner logos must remain distinct at a distance. The typeface has to reflect the values of the paper; be emblematic of the place in which it is published (if it is a local paper), or transcend national characteristics (if it aspires to be a global paper); be...

Services, Part 4

Airlines, cruise lines, train companies, and bus lines are in the business of getting people from one place to another. They can also be regarded as hospitality services. Once upon a time, most airlines were national enterprises, flying the flag in a heavily regulated...

Services, Part 3

Telecommunications firms face the considerable challenge of making complex technology accessible and attractive to ordinary customers. Almost all telecom firms have similar offerings: their brands have to be built on ease of use and superior customer service. The...

Services, Part 2

Hotels also base their brands on hospitality, since there isn’t much else to differentiate one clean bed from another. Retail stores distinguish themselves by the range of goods they stock, but the best ones also know that hospitality is what puts a...