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The essence of excellent service

The Antidote

ISSN: 1363-8483

Article publication date: 1 August 1998

834

Abstract

Advances that profitability and growth are directly linked to customer and employee satisfaction, through the delivery of excellent service. Pinpoints, in boxes highlighted for emphasis, the virtuous circle of excellent service and the five dimensions of excellent service. Lists ten inter‐related steps, which, together, function as a whole to bring about total customer satisfaction

Keywords

Citation

Kippenberger, T. and Gould, B. (1998), "The essence of excellent service", The Antidote, Vol. 3 No. 5, pp. 31-32. https://doi.org/10.1108/EUM0000000006572

Publisher

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MCB UP Ltd

Copyright © 1998, MCB UP Limited

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