New Thinking About New Customers

James J. Lynch

Chapter 2 in The Psychology of Customer Care, 1992, pp 16-44 from Palgrave Macmillan

Abstract: Abstract The customers of the 1990s are different from those of previous decades. This is due to a number of major social, political and economic shifts, which although they have their roots in earlier times are becoming more influential as we approach the new millennium: The socio-political world has changed with the end of traditional Communism and the rise of a new consumerism throughout Europe. The materialistic values of the 1980s are giving way, particularly in the USA and Britain, to more caring ideals about people and the environment generally. Customers, individually and collectively, are becoming aware of their power, reinforced by consumer-biased legislation. Service industries are playing a more important role than manufacturing and agriculture in most developed economies.

Keywords: Service Provider; Customer Satisfaction; Service Industry; Travel Agent; Service Encounter (search for similar items in EconPapers)
Date: 1992
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-37532-1_2

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DOI: 10.1057/9780230375321_2

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