Measuring And Managing Customer Service In Industrial Firms

    Authors

    M. H. Morris;D. L. Davis

    Comments

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    Abbreviated Journal Title

    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.

    Journal 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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