Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

Effective customer care

Effective customer care Measuring customers perceptions and expectations can be very difficult. Suggests how to avoid these difficulties and presents a proven measurement system. Asserts that to be successful it is necessary for service to be addressed in the same way as traditional business strategies. Discusses customer surveys and the resulting customer perceptions and expectations. Suggests ways in which the problems might be overcome. Concludes that an assessment figure is more easily understood when it is obtained from a sound system, and that results should be used positively to achieve service improvement. Advises having a longterm service plan to ensure later efforts are pertinent and financed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Effective customer care

Managing Service Quality , Volume 1 (3): 4 – Mar 1, 1991

Loading next page...
 
/lp/emerald-publishing/effective-customer-care-0v3kRAC09Z
Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003144
Publisher site
See Article on Publisher Site

Abstract

Measuring customers perceptions and expectations can be very difficult. Suggests how to avoid these difficulties and presents a proven measurement system. Asserts that to be successful it is necessary for service to be addressed in the same way as traditional business strategies. Discusses customer surveys and the resulting customer perceptions and expectations. Suggests ways in which the problems might be overcome. Concludes that an assessment figure is more easily understood when it is obtained from a sound system, and that results should be used positively to achieve service improvement. Advises having a longterm service plan to ensure later efforts are pertinent and financed.

Journal

Managing Service QualityEmerald Publishing

Published: Mar 1, 1991

There are no references for this article.