Discerning Customers Demand More than Service Quality
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1994
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.
Keywords
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
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited