Customer care, much more than a smile: Developing a customer service infrastructure

Neal Thornberry and Hubert Hennessey

European Management Journal, 1992, vol. 10, issue 4, 460-464

Abstract: In the important matter of customer service, it is implementing excellence that matters. Here, the internal customer has been neglected. But long-term customer care can never be achieved by just training programmes alone. There are all sorts of barriers and gaps in providing internal customer service. Neal Thornberry and Hubert Hennessey explore these impediments and recommend a method of identifying them in the organizational infrastructure and eliminating them.

Date: 1992
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