If you are going to survive in the service industry, according to the Harvard Business Review, these are the four essential things that every service business must understand and master in order to succeed. This is true whether you are a small startup, or a large corporation. One section focuses on employees:

To design a well-integrated employee management system, start with two simple diagnostic questions. First: What makes our employees reasonably able to achieve excellence? And then: What makes our employees reasonably motivated to achieve excellence? Thoughtfully considered, the answers will translate into company-specific policies and programs.

Did they leave anything out? Read to find out- https://hbr.org/2008/04/the-four-things-a-service-business-must-get-right