Title
Measuring And Managing Customer Service In Industrial Firms
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
ISSN
0019-8501
Recommended Citation
"Measuring And Managing Customer Service In Industrial Firms" (1992). Faculty Bibliography 1990s. 534.
https://stars.library.ucf.edu/facultybib1990/534
Comments
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