The ethical route to service quality at John Lewis Partnership
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1996
Abstract
Describes how John Lewis developed a strategy for service quality by ensuring that all staff feel valued, are well treated, well trained and given a sense of responsibility ‐ treat the staff right and they, in turn, will treat the customers right. Also points out that John Lewis places great emphasis on customer confidence and on complete honesty in all its trading operations and communications with the public.
Keywords
Citation
Dandy, J. (1996), "The ethical route to service quality at John Lewis Partnership", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 17-19. https://doi.org/10.1108/09604529610127053
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited