Your customers are not altogether happy

Abstract

Students from the Plymouth Business School carried out research into what consumers felt about standards of customer service and care during the academic year 1985/86. Results appear to indicate that there is considerable room for improvement. Furthermore, consumers are significantly affected by the service and care they receive in stores and are likely to alter their “patronage behaviour”!

Citation

Rainbow, S.W. (1987), "Your customers are not altogether happy", Retail and Distribution Management, Vol. 15 No. 4, pp. 29-31. https://doi.org/10.1108/eb018347