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Managing the Critical Processes that Drive Customer Satisfaction at Whitbread

Colin Pedrick (Director of Sales Strategy at the Whitbread Beer Company.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1994

839

Abstract

Briefly outlines Whitbread Beer Company’s activities and background, giving some reasons for the ailing market it has encountered. Details two teams – customer management and customer service management – which were initiated to combat this. Enumerates areas of improvement, from basics such as understanding customer needs, to providing a meaningful customer service, using BPR. Concludes with some recommendations for establishing a process of leading quality and improvement.

Keywords

Citation

Pedrick, C. (1994), "Managing the Critical Processes that Drive Customer Satisfaction at Whitbread", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 31-35. https://doi.org/10.1108/09604529410796297

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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