Customer Care in Service Organisations (Забота о клиенте в сервисных организациях)
Опубликовано на портале: 09-01-2003
Marketing Intelligence & Planning.
1989.
Vol. 7.
No. 5.
Тематический раздел:
The quality of service and customer care in the context of the marketing of services
are considered. The focus on the distinguishing characteristics of services, definitions
of service quality and the use of consumer research assessing expectations of and
satisfaction with service quality - providing examples from a variety of organisations.
Particular attention is given to the interpersonal interactions between contact personnel
in service companies and customers, and the need for internal marketing, a consumer
orientation, and the consequent provision of customer care, with reference to a number
of examples in the tourism and finance service sectors.
Ключевые слова
customer care service industries services marketing забота о клиенте индустрия обслуживания потребитель сервис
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