Written from a customer point of view and using the example of a large DIY chain store, describes how a culture change made a significant narrowing of the gap between desired and perceived customer service. Uses a model described by Parasuraman et al.
Hoare, C.E. (1995), "A “sea change” at Do It All: how it seems to have got its act together, surprising me, my wife and a builder", Training for Quality, Vol. 3 No. 3, pp. 13-17. https://doi.org/10.1108/09684879510093353
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