Premium
Managing to keep the customer
Author(s) -
Desatnick Robert L.
Publication year - 1992
Publication title -
strategic change
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.527
H-Index - 16
eISSN - 1099-1697
pISSN - 1086-1718
DOI - 10.1002/jsc.4240010504
Subject(s) - business , focus (optics) , customer advocacy , customer service , customer retention , marketing , service (business) , customer intelligence , service quality , process management , customer to customer , physics , optics
This article examines the increasing focus on customer service and the benefits of a customer‐focused approach, with specific examples taken from the experiences of McDonalds.