Measuring And Managing Customer Service In Industrial Firms
Abbreviated Journal Title
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
"Measuring And Managing Customer Service In Industrial Firms" (1992). Faculty Bibliography 1990s. 534.