Customer focus for successful business strategy at Eurodollar
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1995
Abstract
Describes how Eurodollar, a car and van rental company, developed a measurement system to gauge customer needs and assess internal standards of service. Outlines the development of a series of service standards which covered the business, including a generic set for either the head office or branches and, more importantly, a set of local standards initiated by each internal department which focus specifically on issues affecting daily contact with customers. The system of internal measurement is reinforced with a powerful recognition programme, in the form of a regular roll of honour based on teams and their relevant status of gold, silver and bronze achievement.
Keywords
Citation
Leigh, J. (1995), "Customer focus for successful business strategy at Eurodollar", Managing Service Quality: An International Journal, Vol. 5 No. 4, pp. 25-30. https://doi.org/10.1108/09604529510796476
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited