MEASURING AND MANAGING CUSTOMER SERVICE IN INDUSTRIAL FIRMS

被引：23
|
作者：
MORRIS, MH
DAVIS, DL
机构：
来源：
INDUSTRIAL MARKETING MANAGEMENT | 1992年 / 21卷 / 04期
关键词：
D O I：
10.1016/0019-8501(92)90045-U
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This article investigates the customer service function in industrial firms. A distinction is drawn between definitional, measurement, and management aspects of the service function. A model regarding relationships between company descriptors, customer service, and organizational performance is proposed. Results of a survey of marketing managers in industrial firms suggest that the measurement and management of customer service vary as a function of organizational descriptors, and all three components of service impact on organizational performance.
引用
收藏
页码：343 / 353
页数：11
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