Misplaced marketing “Dumbth” adventures in retailing
Herbert Jack Rotfeld
(Professor of Marketing, Department of Marketing & Transportation, Auburn University, Alabama, USA)
352
Abstract
Discusses the growing problem of poor customer service due to the unskilled personnel that are employed. Provides anecdotal evidence of service encounters where the experiences of the customers were unsatisfactory. Expresses the concern that the orientation has shifted from the customer to the employees.
Keywords
Citation
Rotfeld, H.J. (2000), "Misplaced marketing “Dumbth” adventures in retailing", Journal of Consumer Marketing, Vol. 17 No. 5, pp. 384-386. https://doi.org/10.1108/07363760010372663
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited