CUSTOMER SERVICE FOR SMALL FIRMS: A CONCEPTUAL FRAMEWORK AND SOME EMPIRICAL EVIDENCE

Abstract

The importance of customer service to the small firm together with how small firms can maximize their inherent strengths in this respect are considered. Current customer service theories, which have developed with larger organizations in mind, are examined to assess how they may be adapted to have relevance for the smaller business. A conceptual model of customer service for small firms is outlined and applied to findings from an empirical study of 28 small firms.

Citation

Carson, D. and Maclaran, P. (1996), "CUSTOMER SERVICE FOR SMALL FIRMS: A CONCEPTUAL FRAMEWORK AND SOME EMPIRICAL EVIDENCE", Journal of Small Business and Enterprise Development, Vol. 3 No. 3, pp. 128-135. https://doi.org/10.1108/eb020972