How to Stop Firing Your Customers

Abstract

Asserts that too often, service employees forget that there is no such thing as the average customer; that each customer has different needs every time they are seen or spoken to. Discusses presumptuous behaviour, employee responsibility and measuring service quality, together with difficulties in employee/customer communication. Suggests ways of improving customer contact and of measuring employee attitude towards customers. Argues that a multidimensional model of service quality must measure individual employee attitudes and make sure that customers′ views are heard.

Citation

Plymire, J. (1990), "How to Stop Firing Your Customers", Journal of Services Marketing, Vol. 4 No. 2, pp. 49-53. https://doi.org/10.1108/EUM0000000002511