GUIDING PRINCIPLES FOR IMPROVING CUSTOMER SERVICE
Richard T. Garfein
(Director of Worldwide Market Research in the Travel Related Services Company of American Express. He is responsible for establishing and maintianing quality standards and guidelines for market research conducted around the world. Dr. Garfein joined American Express in 1978 as a human resources consultant. )
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Abstract
Customer service is on many people's minds these days. There is more than just a growing sense that service in America leaves much to be desired and, in fact, has gotten worse over the past several years.
Citation
Garfein, R.T. (1988), "GUIDING PRINCIPLES FOR IMPROVING CUSTOMER SERVICE", Journal of Services Marketing, Vol. 2 No. 2, pp. 37-41. https://doi.org/10.1108/eb024723
Publisher
:MCB UP Ltd
Copyright © 1988, MCB UP Limited