While accurate measurement of customer service is important, of even greater importance is making the measurement effectively so that results can be used to improve business operations. Discusses a number of measurement methods and describes the market share method, which was developed to incorporate the important factors of these methods while linking it with company profits through market share.
Baggs, S. and Kleiner, B. (1996), "How to measure customer service effectively", Managing Service Quality: An International Journal, Vol. 6 No. 1, pp. 36-39. https://doi.org/10.1108/09604529610108126Download as .RIS
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