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)
179
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
:MCB UP Ltd
Copyright © 1992, MCB UP Limited