This edition has been revised to include new chapters on subjects as diverse as relationship marketing and international marketing research. The 36 contributors are all acknowledged leaders in their chosen field, with practical experience of marketing.In this chapter the management of customer service will be considered on three levels: the strategic level, the systems or organizational level and the people or operational level. According to Albrecht and Zemke (1985), customers rate aanbsp;...
|Title||:||Gower Handbook of Marketing|
|Author||:||Michael J. Thomas|
|Publisher||:||Gower Publishing, Ltd. - 1995-01-01|