TY  - JOUR
AB  - The decline in real customer service parallels corporate USA’s fascination with customer care management – elaborate technologies and processes that spin the wheels of service without actually serving anyone. The author criticizes these new economy service models and demonstrates from first‐hand experience the values of the old economy. He includes a number of novel ways for approaching defect‐free service in any business.
VL  - 28
IS  - 5
SN  - 1087-8572
DO  - 10.1108/10878570010379419
UR  - https://doi.org/10.1108/10878570010379419
AU  - Schulze Horst
PY  - 2000
Y1  - 2000/01/01
TI  - Where has all theservice gone?
T2  - Strategy & Leadership
PB  - MCB UP Ltd
SP  - 21
EP  - 24
Y2  - 2024/04/19
ER  -