Title

Measuring And Managing Customer Service In Industrial Firms

Title - Alternative

Ind. Mark. Manage.

Keywords

Business; Management

Abstract

This article investigates the customer service function in industrial firms. A distinction is drawn between definitional, measurement, and management aspects of the service function. A model regarding relationships between company descriptors, customer service, and organizational performance is proposed. Results of a survey of marketing managers in industrial firms suggest that the measurement and management of customer service vary as a function of organizational descriptors, and all three components of service impact on organizational performance.

Publication Title

Industrial Marketing Management

Volume

21

Issue/Number

4

Publication Date

1-1-1992

Document Type

Article

Language

English

First Page

343

Last Page

353

WOS Identifier

WOS:A1992JT23300010

ISSN

0019-8501

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