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Do managers really know what service their customers require?

Marr, Norman E. (1994) Do managers really know what service their customers require? International journal of physical distribution & logistics management, 24 (4). pp. 24-31. ISSN 0960-0035

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Abstract

Describes an approach to measuring the differences in the perceived importance of customer service from both the customer's and the manufacturer's point of view. Makes use of a novel approach to attitude measurement.

Item Type: Article
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Schools: The Business School
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Depositing User: Cherry Edmunds
Date Deposited: 15 Jan 2009 10:46
Last Modified: 15 Jan 2009 10:46
URI: http://eprints.hud.ac.uk/id/eprint/3118

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