Perception or reality?
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 1993
Abstract
Focuses on customers′ bad service experiences and the fact that these stick in the mind of the customer, even if it may only be a one‐off occurrence. Shows that correcting customer′s negative impressions is not the easiest road to embark on, but once communication channels are open it is possible to remedy a whole host of service failures. Provides a number of case examples of organisations that have improved their service quality.
Keywords
Citation
Williams, M. (1993), "Perception or reality?", Managing Service Quality: An International Journal, Vol. 3 No. 4, pp. 23-26. https://doi.org/10.1108/EUM0000000003176
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited