Making the Right Connection
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 1993
Abstract
Focuses on Pacific Bell telecommunications company and its benchmarking process to measure customer satisfaction. Explains the company′s current process m eight steps performed in sequence m and the results obtained.
Keywords
Citation
Pozos, A. (1993), "Making the Right Connection", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 21-23. https://doi.org/10.1108/EUM0000000003200
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited