1What is the role of senior management in moving a firm towards consistently delivering service excellence?
2) management for Disney , Walmart and Kmart (include references) that you believe embrace the qualities of service leadership. For each company provide your analysis based on each of the following three items.
• The role of the chief executive in leading the organization.
• Market leadership within a particular service industry, setting standards for service quality, service innovations, and defining the terms of competition. Leadership must come through individuals.
3) Finally, provide your rationale for which of these three companies you think best fits the bill, and why.
