Discusses the European Customer Service Survey conducted by 3M, a major European manufacturing company, to provide information on how it could develop and create a reputation as the most customer‐oriented service organization.
Kochan, A. (1992), "Image focus", Managing Service Quality: An International Journal, Vol. 2 No. 3, pp. 173-174. https://doi.org/10.1108/09604529210029290
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