User Perceptions of Customer Service
International Journal of Physical Distribution & Logistics Management
ISSN: 0960-0035
Article publication date: 1 August 1991
Abstract
In assessing international marketing endeavours, it is essential to understand customer services as a function of the logistics structures of global organisations. Users form idiosyncratic perceptions of service, and these ultimately influence the survival of the organisation‐customer relationship. The process by which users form impressions of an organisation′s services and its apparent service deficits must be understood. Perceptions of service can vary on a global basis. An attempt is made to develop a framework that accounts for such variation as well as provide general guidance regarding user perceptions and misperceptions of customer service.
Keywords
Citation
Hunt, J.M. and Chandran, R. (1991), "User Perceptions of Customer Service", International Journal of Physical Distribution & Logistics Management, Vol. 21 No. 8, pp. 17-20. https://doi.org/10.1108/EUM0000000000400
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited