Building a Culture of Quality and Service: A Strategic Approach to Success through Customer Service
Abstract
Considers the adoption of customer care by both public and private sector organizations as a means of gaining a longer‐term competitive edge. Examines ways of avoiding “charm‐school training”, the concept of the internal customer, the challenges of quality service, and a total approach to quality. Summarizes that if the “total approach” is compatible with business style, short‐term enthusiasm can be converted into long‐term and sustainable results.
Keywords
Citation
Clark, A. (1990), "Building a Culture of Quality and Service: A Strategic Approach to Success through Customer Service", Work Study, Vol. 39 No. 4, pp. 14-17. https://doi.org/10.1108/EUM0000000002616
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited