Interpreting and responding to customer needs

Richard E. Teare (Forte Professor, University of Surrey, Guildford, Surrey, UK)

Journal of Workplace Learning

ISSN: 1366-5626

Publication date: 1 April 1998


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.



Teare, R. (1998), "Interpreting and responding to customer needs", Journal of Workplace Learning, Vol. 10 No. 2, pp. 76-94.

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Copyright © 1998, MCB UP Limited

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