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Improved Customer Service: Measuring the Payoff

Harvey N. Shycon (Director in the Operations Management Consulting Practice of Arthur D. Little, the international management and technology consulting firm headquartered in Cambridge, Massachusetts)

Journal of Business Strategy

ISSN: 0275-6668

Article publication date: 1 January 1992

Abstract

Will enhanced levels of service automatically lead to greater sales and profits? Here's how two companies measure the payback from improved service.

Citation

Shycon, H.N. (1992), "Improved Customer Service: Measuring the Payoff", Journal of Business Strategy, Vol. 13 No. 1, pp. 13-17. https://doi.org/10.1108/eb039463

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited