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Delighting customers

Delighting customers Discusses how Digital Customer Services highlights a survey on achieving good scores, helping everyone in the organisation to work towards customer satisfaction. Describes three facets of the survey. Stresses that information gained from the survey can be utilised. Focuses on the use of the expectation scale and asserts that a survey can focus on achieving good scores which can be used as a public relations tool or it can help all to work towards customer satisfaction. Concludes that the programme is everchanging and the organisation committed to adjusting survey techniques to suit the changing dynamics and needs of a growing customer base in a global market. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Delighting customers

Managing Service Quality , Volume 1 (3): 3 – Mar 1, 1991

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003143
Publisher site
See Article on Publisher Site

Abstract

Discusses how Digital Customer Services highlights a survey on achieving good scores, helping everyone in the organisation to work towards customer satisfaction. Describes three facets of the survey. Stresses that information gained from the survey can be utilised. Focuses on the use of the expectation scale and asserts that a survey can focus on achieving good scores which can be used as a public relations tool or it can help all to work towards customer satisfaction. Concludes that the programme is everchanging and the organisation committed to adjusting survey techniques to suit the changing dynamics and needs of a growing customer base in a global market.

Journal

Managing Service QualityEmerald Publishing

Published: Mar 1, 1991

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