Creating a customer‐focused culture: some practical frameworks and tools
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 1998
Abstract
Many companies have customer service departments which act as a barrier between the company and the customer. Is customer service represented at the top? How credible is a customer satisfaction index? What effect does this have on customer service? This article discusses a tool for assessing the degree of customer focus within an organization’s culture and provides a series of checklist questions.
Keywords
Citation
Macaulay, S. and Clark, G. (1998), "Creating a customer‐focused culture: some practical frameworks and tools", Managing Service Quality: An International Journal, Vol. 8 No. 3, pp. 183-188. https://doi.org/10.1108/09604529810215666
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited