How a customer mission statement affects company performance
This article examines the role of a written customer service mission statement in manufacturers, industrial service firms, and consumer service firms. A survey of customer service managers reveals that firms with a customer service mission statement are more likely to survey customers and are more l...
Gespeichert in:
| Veröffentlicht in: | Industrial marketing management 1990-02, Vol.19 (1), p.47-54 |
|---|---|
| Hauptverfasser: | , |
| Format: | Artikel |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
| Zusammenfassung: | This article examines the role of a written customer service mission statement in manufacturers, industrial service firms, and consumer service firms. A survey of customer service managers reveals that firms with a customer service mission statement are more likely to survey customers and are more likely keep specific quanitative measures of customer service performance. In addition, the
total number of customer service performance related activities that are monitored is greater for firms having a customer service mission statement, regardless of whether the firm is a manufacturer, industrial service firm, or consumer service firm. |
|---|---|
| ISSN: | 0019-8501 1873-2062 |
| DOI: | 10.1016/0019-8501(90)90027-S |