Reports an interview with Terry Wells, director of Customer Service at J. Sainsbury plc, where the importance of customer service is discussed. States that the provision of good service is “critical” in keeping customer loyalty. Shows how J. Sainsbury keeps customer loyalty which even makes the customer less price sensitive. Concludes that at Sainsbury’s, at least, providing good customer service has proved to be profitable.
Dandy, J. (1996), "Jonathan Dandy interviews Terry Wells, director of Customer Service, J. Sainsbury plc", Managing Service Quality: An International Journal, Vol. 6 No. 3, pp. 16-22. https://doi.org/10.1108/09604529610115821Download as .RIS
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