Focuses on Pacific Bell telecommunications company and its benchmarking process to measure customer satisfaction. Explains the company′s current process m eight steps performed in sequence m and the results obtained.
Pozos, A. (1993), "Making the Right Connection", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 21-23. https://doi.org/10.1108/EUM0000000003200Download as .RIS
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