Measuring And Managing Customer Service In Industrial Firms
Title - Alternative
Ind. Mark. Manage.
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.
Industrial Marketing Management
Morris, M. H. and Davis, D. L., "Measuring And Managing Customer Service In Industrial Firms" (1992). Faculty Bibliography. 1739.