search query: @author Lewis, B. R. / total: 8
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| Author: | Lewis, B. R. |
| Title: | Customer care in service organizations. |
| Journal: | Management Decision
1991 : VOL. 29:1, p. 31-34 |
| Index terms: | SERVICE INDUSTRIES CONSUMER SATISFACTION QUALITY SELECTION OF PERSONNEL |
| Language: | eng |
| Abstract: | The seller of a service is inseparable, for the most part, from the service being sold. As the service sector has grown both in size and in competitive intensity, the quality of service has become a major theme. Although many service providers are now aware of the need to address quality, it is necessary to focus on the total organizational context too. Arguments are presented that all employees must be customer-oriented and motivated towards achieving corporate objectives. If service organizations care about both employees and customers, the pay-off will be in terms of increased employee motivation and satisfaction as well as customer loyalty and increased levels of business activity. |
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