Customer satisfaction: the Xerox Canada story
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1997
Abstract
Looks at how Xerox Canada modified the Xerox Corporation’s “Leadership through quality” strategy to focus specifically on customer satisfaction. Traces the development of the corporation from its birth to uncontested market leadership and into the competitive world of today. Notes that the biggest challenge in approaching the quality programme was the attainment of higher levels of customer satisfaction and reports how this was achieved. Concludes that the corporation still has some way to go on the journey to quality.
Keywords
Citation
Robinson, S.E. (1997), "Customer satisfaction: the Xerox Canada story", Managing Service Quality: An International Journal, Vol. 7 No. 1, pp. 12-15. https://doi.org/10.1108/09604529710158166
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited