Customer Service and Satisfaction: Competitive Advantage and Beyond
This article examines how excellence in customer service and satisfaction can be a major source of competitive advantage and profits for small businesses. The costs and causes of poor service and satisfaction are discussed and special emphasis is given to the value of the lifelong customer. Methods...
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| Format: | Article |
| Language: | English |
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Emerald Publishing
1998-03-01
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| Series: | New England Journal of Entrepreneurship |
| Online Access: | https://www.emeraldinsight.com/doi/pdfplus/10.1108/NEJE-01-01-1998-B003 |
| Summary: | This article examines how excellence in customer service and satisfaction can be a major source of competitive advantage and profits for small businesses. The costs and causes of poor service and satisfaction are discussed and special emphasis is given to the value of the lifelong customer. Methods to pursue the goal of completely satisfying customers 100 percent of the time are examined. Leadership, aggressive problem solving, problem-solving teams, and assessment of customer service are among the topics reviewed. |
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| ISSN: | 2574-8904 |