Creating competitive advantage via customer service: the RAC case study
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1995
Abstract
Describes a revolution in customer service at the Royal Automobile Club (RAC). Explains how, since the mid‐1980s, the RAC has become the most progressive and fastest growing motoring organization in the world, through a policy of locating new technology to automate breakdown handling processes, the creation of five regional supercentres and a pursuit of service excellence through the involvement and participation of all staff.
Keywords
Citation
Richardson, F. (1995), "Creating competitive advantage via customer service: the RAC case study", Managing Service Quality: An International Journal, Vol. 5 No. 4, pp. 12-15. https://doi.org/10.1108/09604529510796449
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited