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.
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/10.1108/09604529610127053Download as .RIS
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