Customer Service: Does Family Ownership Make a Difference?
- 1 September 1991
- journal article
- Published by SAGE Publications in Family Business Review
- Vol. 4 (3) , 303-324
- https://doi.org/10.1111/j.1741-6248.1991.00303.x
Abstract
Customer service policies that prescribe positive thoughts about the customer and aspirations of providing the best service possible are fairly common. Yet the experience of many customers is far different from what is presented as company policy. Where does the discrepancy between policy and performance lie? This article proposes that family ownership plays a role in the creation of positive customer service interactions.Keywords
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