Discerning Customers Demand More than Service Quality

Abstract

Explores the concept of “licence to operate”. Argues that company stakeholders (e.g. customers, job‐seekers, investors and employees) are increasingly having the power and influence to shape the impact business has on society. To retain their “licence to operate” companies will have to undertake a social audit to ensure that they fulfil their social, employment, environmental and community responsibilities.

Citation

Wilson, A. (1994), "Discerning Customers Demand More than Service Quality", Managing Service Quality: An International Journal, Vol. 4 No. 6, pp. 48-51. https://doi.org/10.1108/EUM0000000003941