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Does the rhetoric of customer service match the reality?

Julia Nicolson (Julia Nicolson,is senior manager for TARP Europe Limited, London, UK, a customer service research and consulting firm offering its services to help companies maximize customer satisfaction and loyalty. Since 1972, TARP has assisted over 500 major companies in North America, Europe, Asia and Australia to improve customer satisfaction. For further information about TARP, please contact Julia Nicolson on 0171 793 1866. To order your copy of the full report of survey findings, please contact SOCAP UK on 0181 715 7705)
John Kemp (John Kemp is senior manager for TARP Europe Limited, London, UK, a customer service research and consulting firm offering its services to help companies maximize customer satisfaction and loyalty. Since 1972, TARP has assisted over 500 major companies in North America, Europe, Asia and Australia to improve customer satisfaction. For further information about TARP, please contact Julia Nicolson on 0171 793 1866. To order your copy of the full report of survey findings, please contact SOCAP UK on 0181 715 7705)
Paul Linnell (Paul Linnell is senior manager for TARP Europe Limited, London, UK, a customer service research and consulting firm offering its services to help companies maximize customer satisfaction and loyalty. Since 1972, TARP has assisted over 500 major companies in North America, Europe, Asia and Australia to improve customer satisfaction. For further information about TARP, please contact Julia Nicolson on 0171 793 1866. To order your copy of the full report of survey findings, please contact SOCAP UK on 0181 715 7705)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1996

1931

Abstract

Reports on research by the Society of Consumer Affairs Professionals and TARP Europe Ltd into the effectiveness of customer service as a marketing tool and whether companies are really as customer focused as they maintain. Classifies UK companies into three classes: those who deliver effective customer service; those who do not have any department or individual responsible for customer service and deal with it in an ad hoc manner; and those who fit between these two. Concludes that in the UK there is some way to go before companies actually achieve the levels of customer service which they maintain they have already reached. Proposes that when this is attained, companies will be in a better competitive position.

Keywords

Citation

Nicolson, J., Kemp, J. and Linnell, P. (1996), "Does the rhetoric of customer service match the reality?", Managing Service Quality: An International Journal, Vol. 6 No. 3, pp. 6-9. https://doi.org/10.1108/09604529610115795

Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited

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