Zero defections: quality comes to services.
Companies that want to improve their service quality should take a cue from manufacturing and focus on their own kind of scrap heap: customers who won't come back. Because that ...
Publications
2 shownLoyalty-based management.
Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customer loyalty in mind. Instead, most have a...
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- h-index
- 2
- Publications
- 2
- Citations
- 6,574
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h-index
2
h-index: Number of publications with at least h citations each.