Customer service as a competitive tool |
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| Affiliation: | 1. Department of Urology, Yale University School of Medicine, New Haven, CT, USA;2. Frank Netter School of Medicine, Quinnipiac University, Hamden, CT, USA;3. Department of Radiation Medicine, Lowell General Hospital, Lowell, MA, USA;4. Department of Urology, University of California San Francisco, San Francisco, CA, USA;5. Department of Internal Medicine and Director National Clinical Scholars Program, Yale University School of Medicine, New Haven, CT, USA;1. National and Kapodistrian University of Athens, Athens, Greece;2. University Of West Attica, Athens, Greece;1. University of Bologna, Department of Management, Italy;2. University of Bologna, Department of Statistics, Italy |
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| Abstract: | This article examines the use of customer service as a competitive weapon in industrial markets. The data base consists of respondents from industrial firms throughout the United States. While the vast majority of respondents indicated a willingness to use the service option, only a few had an organizational customer service philosophy as embodied in a written customer service policy statement. An analysis of the data concluded that firms which had a written customer service policy were more likely to use customer service as a competitive weapon. Furthermore, there firms also assigned greater importance to respective customer service attributes. |
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