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Service Quality: An Investigation of Customer Care in Major UK Organisations

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 August 1990

Abstract

A research initiative, focused on quality customer care in service organisation and recently completed in the Financial Services Research Centre, is presented. Empirical data was collected from a number of major UK companies financial services, retailing and leisure and the findings which are summarised here relate to three elements of the project: an investigation of the nature and extent of customer care programmes, an assessment of consumer expectations of service quality and the perceptions of service received, and an evaluation of employees′ perspective on the provision of service quality within their organisations.

Keywords

Citation

Lewis, B.R. (1990), "Service Quality: An Investigation of Customer Care in Major UK Organisations", International Journal of Service Industry Management, Vol. 1 No. 2, pp. 33-44. https://doi.org/10.1108/09564239010001127

Publisher

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MCB UP Ltd

Copyright © 1990, MCB UP Limited