The personal touch: keeping loyalty in hand : Customer satisfaction approaches from Mayo and Harrah’s

Abstract

We all know hectic mornings. Children to get up, chase round the house and get to school, pets to feed, bills to open, chores to do. All that and get ourselves ready and at work before nine. Now imagine you’d got through all that, finally landed at your desk and found yourself called straight into the supervisor’s office for “a quiet word”. Your offence? Your shoelaces are dirty. Not all over mind, just around the eyelets of your shoes. Perhaps your boss is crazy. Or perhaps they work at Mayo.

Citation

(2004), "The personal touch: keeping loyalty in hand : Customer satisfaction approaches from Mayo and Harrah’s", Strategic Direction, Vol. 20 No. 1, pp. 21-23. https://doi.org/10.1108/02580540410510500