Customer Service and Satisfaction: Competitive Advantage and Beyond
This article examines how excellence in customer service and satisfaction can be a major source of competitive advantage and profits for small businesses. The costs and causes of poor service and satisfaction are discussed and special emphasis is given to the value of the lifelong customer. Methods...
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| Format: | Article |
| Language: | English |
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Emerald Publishing
1998-03-01
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| Series: | New England Journal of Entrepreneurship |
| Online Access: | https://www.emeraldinsight.com/doi/pdfplus/10.1108/NEJE-01-01-1998-B003 |