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Customer service: management commitment and performance within industrial manufacturing firms


Citation

Sade, A. Bakar and Bojei, Jamil and Donaldson, G. William (1997) Customer service: management commitment and performance within industrial manufacturing firms. In: 1997 World Marketing Congress, 24-27 June 1997, Kuala Lumpur, Malaysia. (pp. 544-547).

Abstract / Synopsis

The concept of customer service (CS) as applied within manufacturing firms had and will continue to increase in importance. CS is seen as another source of competitive advantage with greater revenue generating potential among manufacturers. However, management commitment to customer service (MCCS) itself is largely noted as a major barrier toward CS success. This study scales firms’ level of MCCS and relate it to their performance. From a survey of industrial manufacturing firms operating in the U.K., it was found that Committed firms generally faired well in a number of performance measures as compared to Less Committed firms.


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Additional Metadata

Item Type: Conference or Workshop Item (Paper)
Divisions: Universiti Putra Malaysia
DOI Number: https://doi.org/10.1007/978-3-319-17320-7_141
Publisher: Academy of Marketing Science
Keywords: Customer service; Management commitment; Industrial manufacturing firms
Depositing User: Nabilah Mustapa
Date Deposited: 21 May 2018 11:33
Last Modified: 21 May 2018 11:33
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1007/978-3-319-17320-7_141
URI: http://psasir.upm.edu.my/id/eprint/60405
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