A frank account

Abstract

Reports on recent attempts made at the US Postal Service to tackle cost effectiveness. Outlines thepostmaster′s efforts to streamline the organisation and deliver quality service. Demonstrates by the results at the Postal Service that improving customer service and cutting costs are not mutually exclusive.

Citation

Henderson, C. (1993), "A frank account", Managing Service Quality: An International Journal, Vol. 3 No. 3, pp. 21-24. https://doi.org/10.1108/EUM0000000003165