The Benefits of the Customer-time-care Approach

James J. Lynch

Chapter 14 in The Psychology of Customer Care, 1992, pp 235-244 from Palgrave Macmillan

Abstract: Abstract It has long been the cry of those involved in the ‘service quality revolution’ that companies which embark on the road to higher standards of customer care have begun a never-ending journey. Unfortunately, more and more companies have come to a jarring halt or have slowed down to a crawl in their endeavours to establish and sustain ever increasing standards. Metaphorically footsore and bleeding, they ask ‘Where next?’; ‘What more can we do?’ There are always pathfinders around to suggest an easier or quicker route. ‘Buy this package’; ‘Adapt this technique and all will be well.’ Oh that it were so simple!

Keywords: Time Zone; Work Zone; Time Shaper; Provision Zone; Customer Care (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_14

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DOI: 10.1057/9780230375321_14

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