In recent years an increasing number of organisations in the service sector have sought to market themselves on the basis, not merely of value for money, but also on the standard of service they give to the customer. The notion of “customer care” originated in the airline industry, but has since spread throughout retailing, financial services, and has increasingly been pressed upon public service organisation such as local authorities, schools and hospitals. In many cases, the introduction of customer care is felt to require a change in the way the organisation operates, and there is much talk about the need to change the culture of organisations.
Harrison, E. and Marchington, M. (1992), "Organisational Culture, Politics and Ideology: Understanding Customer Care", Management Research News, Vol. 15 No. 5/6, pp. 33-34. https://doi.org/10.1108/eb028227
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