AUDITING THE CUSTOMER SERVICE RELATIONSHIP AND ENCOUNTER
Carole Congram
(Associate Professor of Operations Management at Bentley College, Waltham, Massachusetts.)
Sherman Hayes
(Library Director at Bentley College, Waltham, Massachusetts.)
85
Abstract
It is always risky to use the word auditing in the title of an article. People start to get goose bumps and look over their shoulder for the auditor's presence. No matter how many articles are written on the “friendly auditor,” no one really believes them. This article is not about being audited or even befriending auditors. It is about taking key concepts from the auditing field and using them to your advantage.
Citation
Congram, C. and Hayes, S. (1993), "AUDITING THE CUSTOMER SERVICE RELATIONSHIP AND ENCOUNTER", The Bottom Line, Vol. 6 No. 1, pp. 39-41. https://doi.org/10.1108/eb025365
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited