Not just Caring but Sharing

James J. Lynch

Chapter 6 in Customer Loyalty and Success, 1995, pp 161-187 from Palgrave Macmillan

Abstract: Abstract Unreciprocated care, like unrequited love, is difficult to sustain. The customer care revolution of the 1980s had, by the mid-1990s, brought many benefits, but it also claimed victims. Few would deny the need for consumer protection, high quality standards, sensitive and efficient complaints handling. But not all customers are the same; some respond positively to enhanced customer care, others see it as an opportunity for cheating, coercion and worse.

Keywords: Customer Satisfaction; Credit Card; Unethical Behaviour; Customer Loyalty; Performance Appraisal (search for similar items in EconPapers)
Date: 1995
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DOI: 10.1057/9780230374713_6

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