search query: @indexterm SERVICE MANAGEMENT / total: 228
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| Author: | Boggis, F. |
| Title: | Customer care : a "bottom-up" view of a "top-down" policy. (!Customer service) |
| Journal: | European Journal of Marketing
1990 : VOL. 24:12, p. 22-34 |
| Index terms: | CONSUMER ATTITUDES CUSTOMERS SERVICE MANAGEMENT |
| Language: | eng |
| Abstract: | Customer care panels are examined as an example of one of the ways in which enterprises can seek to monitor the perception that consumers have of the quality of service they receive. Three paradigms /voice and exit, marketing communication, implementation and exchange/ are reviewed, and the last is selected for interpreting the actions of managers in setting up and operating panels. Two examples are chosen for examining the use of panels in the UK: British Rail and Tesco's consumer panel. Problems encountered are: building up and maintaining panel membership, chairmanship of panel meetings, status of panel members. Dangers and weaknesses should be kept in mind. Panels are not to be regarded as an extension of consumer participation. |
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