haku: @indexterm service industries / yhteensä: 657
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| Tekijä: | Whittle, S. Foster, M. |
| Otsikko: | Customer profiling: getting into your customer's shoes. |
| Lehti: | Management Decision
1989 : VOL. 27:6, p. 27-30 |
| Asiasana: | CUSTOMERS CONSUMER EXPECTATIONS SERVICE INDUSTRIES QUALITY |
| Kieli: | eng |
| Tiivistelmä: | A model is constructed which breaks down customer contact in consuming a service into six steps: search, arrival, pre-contact, contact, withdrawal, follow-up. Arguments are provided that this "journey" should be mapped out by service organizations and the key points carefully managed. Some differences between services and manufacturing are highlighted. Five common characteristics of useful services models are identified and analyzed. Customer satisfaction flows from a "total service experience". Customer profiling attempts to develop a model of service consistent with the customers' view of service quality and helps service organizations to become more customer friendly. |
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