Winning the customer service war

Abstract

Examines the problems that companies face as they seek cost‐effective ways of attracting new customers and ensuring the loyalty of existing ones. Considers ways in which companies can differentiate themselves without becoming slaves to price wars, technology hype or the latest marketing gimmicks. Argues that success in maturing markets will increasingly depend on every aspect of an organisation contributing to service quality.

Citation

Bielenberg, C. (1993), "Winning the customer service war", Managing Service Quality: An International Journal, Vol. 3 No. 1, pp. 411-415. https://doi.org/10.1108/09604529310029749