Putting people into the process at BT
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1995
Abstract
Advocates that customer satisfaction must be at the centre of business processes and not treated merely as an anaesthetized by‐product. There is a need to redress the imbalance of commercial imperative, on the one hand, with customers’ values on the other. Urges the use of traditional company driven market research, customer‐driven consultation with consumers and stakeholder networks as essential implements in long‐term business strategy.
Keywords
Citation
Walsh, J. (1995), "Putting people into the process at BT", Managing Service Quality: An International Journal, Vol. 5 No. 4, pp. 35-37. https://doi.org/10.1108/09604529510796494
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited