Customer care programs

Abstract

Describes the customer care movement as a movement parallel to that of quality management. Shows that the best customer‐related programmes go further than a simple concentration on ′the customer′. Looks at the differing perceptions of receivers and providers of services. Claims that the successful organization can identify changes in customers′ perceptions.

Citation

Daniels, S. (1993), "Customer care programs", Work Study, Vol. 42 No. 1, pp. 10-11. https://doi.org/10.1108/EUM0000000002689