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| Author: | Ferguson, J.M. Higgins, L.F. Phillips, G.R. |
| Title: | How to evaluate and upgrade technical service. (Innerbetriebliche Zusammenarbeit) |
| Journal: | Industrial Marketing Management
1993 : VOL. 22:3, p. 187-193 |
| Index terms: | |
| Freeterms: | KUNDENDIENST, ABSATZABTEILUNG, FERTIGUNG ABSATZ |
| Language: | eng |
| Abstract: | The factory technical support function is known to be critical to a successful field selling effort, particularly in high technology environments. However, the relationship between technical support and the personal selling function is often characterized by poor communication between the two organizational systems. This article reports a study performed in a high technology industry that applied internal marketing and service quality concepts to improve coordination between factory technical support and field sales. The study is described including managerial actions that were taken. |
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