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Customer Profiling Getting into your Customers Shoes

Customer Profiling Getting into your Customers Shoes The authors have constructed a model which breaks down customercontact in consuming a service into six steps search, arrival,precontact, contact, withdrawal, followup. They argue that thisjourney should be mapped out by service organisations andthe key points carefully managed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Management Decision Emerald Publishing

Customer Profiling Getting into your Customers Shoes

Management Decision , Volume 27 (6) – Jun 1, 1989

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References (4)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0025-1747
DOI
10.1108/00251748910132575
Publisher site
See Article on Publisher Site

Abstract

The authors have constructed a model which breaks down customercontact in consuming a service into six steps search, arrival,precontact, contact, withdrawal, followup. They argue that thisjourney should be mapped out by service organisations andthe key points carefully managed.

Journal

Management DecisionEmerald Publishing

Published: Jun 1, 1989

There are no references for this article.