Misplaced marketing Meanwhile, at the service desk: “Hello!Is anyone here?”

Herbert Jack Rotfeld (Professor of Marketing, Department of Marketing & Transportation, Auburn University, Alabama, USA)

Journal of Consumer Marketing

ISSN: 0736-3761

Publication date: 1 December 2000

Abstract

Discusses the problem of poor customer service. Asserts that the introduction of new technology into the system does not necessarily improve the process. The more common situation finds that the new technology is being misused in ways that mimic the failures of no‐tech services: toll‐free numbers create long waits and Web sites provide an advertising platform rather than a customer service platform. Asserts that new technology provides excellent marketing opportunities for customer service but are often misused.

Keywords

Citation

Rotfeld, H. (2000), "Misplaced marketing Meanwhile, at the service desk: “Hello!Is anyone here?”", Journal of Consumer Marketing, Vol. 17 No. 7, pp. 573-575. https://doi.org/10.1108/07363760010357778

Download as .RIS

Publisher

:

MCB UP Ltd

Copyright © 2000, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.