Customer Relationships and Experiences
Services Marketing: New Insights from Consumers and ManagersJan 1, 1981 Eric Langeard, John E. G. Bateson, Christopher H. Lovelock, and Pierre Eiglier, 1981, 81-104
Based on a survey of service firm field managers and customers, examines willingness of customers to participate in delivery of services, field managers' understanding of their customers' needs, and organizational relationships in service businesses.
Managing Customer Satisfaction in Consumer Service BusinessesJan 1, 1980 John A. Czepiel, 1980, 80-109
Characterizes the essential tasks of the managerial process in consumer service businesses; reports pilot application of this model in three large companies.
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