haku: @indexterm RESPONSIBIlITY / yhteensä: 249
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| Tekijä: | Daniel, A. L. |
| Otsikko: | Overcome the barriers to superior customer service |
| Lehti: | Journal of Business Strategy
1992 : JAN-FEB, VOL. 13:1, p.18-24 |
| Asiasana: | CUSTOMERS SERVICE STRATEGIC PLANNING MANAGERS EMPLOYEES RESPONSIBILITY |
| Kieli: | eng |
| Tiivistelmä: | Customer service strategies are prominent in strategic plans. Evidence strongly shows that having superior quality products and service pays off in profitability. But numerous barriers inhibit companies from implementing an effective customer srvice strategy. There are some practical steps taken by managers to overcome those barriers. One of the key elements is that if a company is to have a superior customer service strategy, employees must have the needed responsibility and authority to satisfy customers. |
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