Customer Service: Does It Matter?

Tor Andreassen and Line L. Olsen ()
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Line L. Olsen: BI Norwegian Business School

Chapter Chapter 3 in Service Management, 2012, pp 25-41 from Springer

Abstract: Abstract Imagine you are a contestant on the TV quiz show, Jeopardy! The lights, the cameras and all eyes in the audience are on you. The host turns to you and says: “The word is ‘Bad’. Remember to phrase your answer in the form of a question!” Without batting an eyelid, you respond: “What is customer service?” While the audience applauds your response, the host shakes his head signaling that this is not the answer he had in mind…

Keywords: Customer Satisfaction; Banking Industry; Customer Service; Affective Commitment; Relative Attractiveness (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/978-1-4614-1554-1_3

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