haku: @author Zemke, R. / yhteensä: 5
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| Tekijä: | Zemke, R. |
| Otsikko: | The service revolution: who won? (Absatzstrategie) |
| Lehti: | Management Review
1997 : MAR, VOL. 86:3, p. 10-15 |
| Asiasana: | |
| Vapaa asiasana: | KUNDE, KUNDENDIENST, QUALITÄTSPOLITIK |
| Kieli: | eng |
| Tiivistelmä: | Almost 10 years after the notion of quality hit the bestseller list, everyone can rattle off the winners in the customer service revolution: big names like Nordstrom, Federal Express and Lands' End. In even more organizations, however, service just has not improved. The difficulty is that customers, having heard about the "best in class" providers, expect it from everyone, even the companies that cannot deliver it. |
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