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| Author: | Morris, M. H. Davis, D. L. |
| Title: | Measuring and managing customer services in industrial firms |
| Journal: | Industrial Marketing Management
1992 : NOV, VOL. 21:4, p. 343-353 |
| Index terms: | |
| Freeterms: | INDUSTRIEBETRIEBE, KUNDENDIENST |
| Language: | eng |
| Abstract: | This article investigates the customer service function in industrial firms. A distinction is drawn between definitional, measurement, and management aspects of the service function. A model regarding relationships between company descriptors, customer service, and organizational performance is proposed. Results of a survey of marketing managers in industrial firms suggest that the measurement and management of customer service vary as a function of organizational descriptors, and all components of service impact on organizational performance. |
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