POST‐SHIPMENT SERVICES: TURNING CUSTOMER COMPLAINTS INTO ASSETS
Ernest F. Cooke
(Case Western Reserve University, is Professor of Marketing at Loyola College in Maryland. Dr. Cooke has been teaching for the past twenty years. Prior to that he spent eighteen years with Reliance Electric Co. in various positions related to repair, maintenance, and service.)
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Abstract
A major area of customer complaints involves warranty and nonwarranty repairs for industrial durables (capital goods). A customer‐oriented approach is necessary to solve these problems.
Citation
Cooke, E.F. (1987), "POST‐SHIPMENT SERVICES: TURNING CUSTOMER COMPLAINTS INTO ASSETS", Journal of Business & Industrial Marketing, Vol. 2 No. 3, pp. 17-22. https://doi.org/10.1108/eb006031
Publisher
:MCB UP Ltd
Copyright © 1987, MCB UP Limited