Abstract
It has long been the cry of those involved in the ‘service quality revolution’ that companies which embark on the road to higher standards of customer care have begun a never-ending journey. Unfortunately, more and more companies have come to a jarring halt or have slowed down to a crawl in their endeavours to establish and sustain ever increasing standards. Metaphorically footsore and bleeding, they ask ‘Where next?’; ‘What more can we do?’ There are always pathfinders around to suggest an easier or quicker route. ‘Buy this package’; ‘Adapt this technique and all will be well.’ Oh that it were so simple!
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© 1992 James J. Lynch
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Lynch, J.J. (1992). The Benefits of the Customer-time-care Approach. In: The Psychology of Customer Care. Palgrave Macmillan, London. https://doi.org/10.1057/9780230375321_14
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DOI: https://doi.org/10.1057/9780230375321_14
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-39043-4
Online ISBN: 978-0-230-37532-1
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