Putting Service Quality into Gear and |
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Authors: | Jacques Horovitz Chan Cudennec-Poon |
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Institution: | Management of Strategic Resources Inc, St Germain-en-Laye, BP78, 78102, France1 Place Royale |
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Abstract: | How can a service business foster service quality? This article focuses on five important elements of a service quality programme: quality care; customer care; front-line care; communication care and leadership care. Most companies who use these five efforts towards the same goal get results, improved sales through improved customer service encounters and customer satisfaction. |
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