Innovations in Customer Service: The Key to Business Success∗

B M Ghodeswar

Management and Labour Studies, 2000, vol. 25, issue 3, 170-176

Abstract: In today's competitive business environment, organizations gain success through innovative customer service, the one that is difficult for competitors to imitate. Managing customer service spans the entire organization and focuses on the customers' value expectations. With rapid developments in information technology and telecommunications, customer service is getting increasingly differentiated with the prime aim not only to match but to exceed customer expectations. The paper highlights issues and suggests new ways to gain service differentiation, so as to succeed despite the aggressive competition.

Date: 2000
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Persistent link: https://EconPapers.repec.org/RePEc:sae:manlab:v:25:y:2000:i:3:p:170-176

DOI: 10.1177/0258042X0002500302

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