search query: @freeterm QUALITÄTSPOLITIK, KUNDENDIENST, / total: 5
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| Author: | Ettorre, B. |
| Title: | Quality: phenomenal promises that mean business |
| Journal: | Management Review
1994 : MAR, VOL. 83:3, p. 18-23 |
| Index terms: | |
| Freeterms: | QUALITÄTSPOLITIK, KUNDENDIENST, REKLAMATION |
| Language: | eng |
| Abstract: | A company offers a product or a service to its customers with a variation of this guarantee: if any of what we have promised fails to measure up, we will do whatever it takes to satisfy you, the customer, no questions asked. Conventional wisdom has it that customers would pounce on an unconditional service guarantee as a lion would on a mouse. Abuses and frivolous claims would abound, right? Wrong. Unconditionally wrong. |
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