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A “sea change” at Do It All: how it seems to have got its act together, surprising me, my wife and a builder

A “sea change” at Do It All: how it seems to have got its act together, surprising me, my wife... Written from a customer point of view and using the example of a large DIY chain store, describes how a culture change made a significant narrowing of the gap between desired and perceived customer service. Uses a model described by Parasuraman et al. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Training for Quality Emerald Publishing

A “sea change” at Do It All: how it seems to have got its act together, surprising me, my wife and a builder

Training for Quality , Volume 3 (3): 5 – Sep 1, 1995

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0968-4875
DOI
10.1108/09684879510093353
Publisher site
See Article on Publisher Site

Abstract

Written from a customer point of view and using the example of a large DIY chain store, describes how a culture change made a significant narrowing of the gap between desired and perceived customer service. Uses a model described by Parasuraman et al.

Journal

Training for QualityEmerald Publishing

Published: Sep 1, 1995

Keywords: Corporate culture; Customer service; Retail trade; Service quality

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