Customer Services — Off the Peg or Tailor‐made?

Abstract

This article examines the differences in the off the peg or tailor‐made approaches to customer services. It also suggests trade‐off analysis as a means of determining what is most important to customers and how they will react to changes in particular services.

Citation

Marr, N.E. (1988), "Customer Services — Off the Peg or Tailor‐made?", Management Decision, Vol. 26 No. 1, pp. 25-29. https://doi.org/10.1108/eb001482