Five Steps to Service Excellence
- 1 February 1990
- journal article
- research article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 4 (2) , 39-47
- https://doi.org/10.1108/eum0000000002510
Abstract
Discusses the issue of service excellence. Presents a five‐step plan for achieving service excellence. Notes that these steps can also lead to bottom‐line rewards. Summarizes that the keys to a good long‐lasting customer satisfaction programme are listening regularly, training employees to meet customers′ needs, measuring and rewarding employees′ efforts.Keywords
This publication has 1 reference indexed in Scilit:
- ErratumJournal of Services Marketing, 1989