Interpreting and responding to customer needs
Richard E. Teare
(Forte Professor, University of Surrey, Guildford, Surrey, UK)
9130
Abstract
Relates aspects of consumer behaviour and in particular the decision process to the procedures and processes for delivery and assuring customer service. The main themes are: understanding customers; designing and delivering services; and assuring total quality services.
Keywords
Citation
Teare, R.E. (1998), "Interpreting and responding to customer needs", Journal of Workplace Learning, Vol. 10 No. 2, pp. 76-94. https://doi.org/10.1108/13665629810209057
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited