Asian Journal of Management Cases, Ahead of Print.
Securing phenomenal success in its regional business, the leadership at Nayatel is contemplating expanding the business from a regional to national level without losing its iconic service quality, which lies at the core of its service strategy. From efficient hiring of its employees to coherent customer touchpoints, from constantly updating product features to investing in automated processes, from developing an inclusive culture to forming robust and dynamic systems, all contribute towards service quality at Nayatel. In essence, service quality is at the core of Nayatel’s value proposition. Therefore, the decision of future growth is highly dependent on sustaining service quality.