Do managers really know what service their customers require?

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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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Official URL: http://dx.doi.org/10.1108/09600039410757612

DOI: 10.1108/09600039410757612

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
Related URLs:	Library Catalogue
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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