Strategies for Service Quality

Abstract

To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, many organizations continue to experience decline because they forget that people want to feel good. The feel‐good factor is espoused by politicians throughout the world to nurture votes. The fact that people want to feel good is often overlooked and ignores Maslow’s hierarchy of needs. How many times have you bought a product only to find there is a fault and the product needs replacing? This is normally something which is very irritating, but not ulcer‐inducing enough to get worked up about until, that is, the customer service department treats you as though it is your fault.

Citation

Fojt, M. (1996), "Strategies for Service Quality", Journal of Services Marketing, Vol. 10 No. 5, pp. 1-59. https://doi.org/10.1108/08876045199600001