Five Steps to Service Excellence
Craig Cina
(Director of Market Planning at Yellow Freight System, Inc. Mr. Cina's major responsibilities include directing the company's strategic market planning, marketing research, product development, business analysis and forecasting, and service analysis efforts.)
2017
Abstract
Discusses the issue of service excellence. Presents a five‐step plan for achieving service excellence. Notes that these steps can also lead to bottom‐line rewards. Summarizes that the keys to a good long‐lasting customer satisfaction programme are listening regularly, training employees to meet customers′ needs, measuring and rewarding employees′ efforts.
Keywords
Citation
Cina, C. (1990), "Five Steps to Service Excellence", Journal of Services Marketing, Vol. 4 No. 2, pp. 39-47. https://doi.org/10.1108/EUM0000000002510
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited