The snakes and ladders of FM service excellence

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PRICE, Ilfryn and MCCARROLL, Patricia (2015). The snakes and ladders of FM service excellence. Project Report. Sheffield Business School. (Unpublished) [Monograph]

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9839:21608

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9839:21608

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Abstract

A report to accompany a workshop and gamification event at EFMC 2015 in Glasgow. Snakes and Ladders is an ancient Indian board game regarded today as a worldwide classic. The historic version had its root in morality lessons, where a player's progression up the board represented a life journey complicated by virtues (ladders) and vices (snakes). Our version brings back the morality element by associating each ladder and snake with enablers or barriers to service excellence in FM all identified by real life practitioners in two studies of same.

More Information

Research Institute, Centre or Group - Does NOT include content added after October 2018:

Sheffield Business School Research Institute > Service Sector Management

Departments - Does NOT include content added after October 2018:

Sheffield Business School > Department of Service Sector Management

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Item Type:

Monograph (Project Report)

Depositing User:

Ilfryn Price

Date Deposited: