Looking at customer service in a drinks company
Alberto G. Canen
(Professor in the Department of Production Engineering at COPPE/Federal University of Rio de Janeiro, Brazil, and currently a Visiting Fellow in the Department of Management Studies at the University of Glasgow, UK.)
Norman L. Lawrie
(Professor in the Department of Management Science at the University of Strathclyde, UK.)
616
Abstract
Describes a study undertaken for a major Scottish drinks company. The company believed that the quality of service to its customers had declined in the course of merger and rationalization. Presents the background of the company and describes relevant company procedures in outline. Also describes the recommendations made and presents top management reports with measures of customer service. Discusses issues concerning implementation.
Keywords
Citation
Canen, A.G. and Lawrie, N.L. (1995), "Looking at customer service in a drinks company", Logistics Information Management, Vol. 8 No. 1, pp. 13-16. https://doi.org/10.1108/09576059510078693
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited