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Commentary: To Achieve Exceptional Service, You Must First Listen to Your Customer
Author(s) -
Schainker Steve
Publication year - 2012
Publication title -
public administration review
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.721
H-Index - 139
eISSN - 1540-6210
pISSN - 0033-3352
DOI - 10.1111/j.1540-6210.2012.02687.x
Subject(s) - citation , service (business) , customer service , computer science , library science , world wide web , sociology , operations research , business , marketing , engineering
The research conducted by Scott Hock, Sarah Anderson, and Matthew Potoski and described in their article “Invitation Phone Calls Increase Attendance at Civic Meetings: Evidence from a Field Experiment” provides valuable data that proves the eff ectiveness of making the extra eff ort through phone calls to personally invite citizens to participate in important public meetings. In addition, their research is able to quantify the cost associated with this outreach methodology so that it can be weighed against the nonquantifi able benefi ts of increased participation.