HOW A CUSTOMER MISSION STATEMENT AFFECTS COMPANY PERFORMANCE

被引：33
|
作者：
GERMAIN, R [1 ]
COOPER, MB [1 ]
机构：
[1] MICHIGAN STATE UNIV,MKT,E LANSING,MI 48824
来源：
INDUSTRIAL MARKETING MANAGEMENT | 1990年 / 19卷 / 01期
关键词：
D O I：
10.1016/0019-8501(90)90027-S
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This article examines the role of a written customer service mission statement in manufacturers, industrial service firms, and consumer service firms. A survey of customer service managers reveals that firms with a customer service mission statement are more likely to survey customers and are more likely keep specific quanitative measures of customer service performance. In addition, the total number of customer service performance related activities that are monitored is greater for firms having a customer service mission statement, regardless of whether the firm is a manufacturer, industrial service firm, or consumer service firm. © 1990.
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页码：47 / 54
页数：8
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