The essence of excellent service
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
:MCB UP Ltd
Copyright © 1998, MCB UP Limited