Customer satisfaction: the historical perspective
Dayr Reis
(Department of Management, College of Business Administration, University of Wisconsin‐La Crosse, La Crosse, Winsconsin, USA)
Leticia Pena
(Department of Management, College of Business Administration, University of Wisconsin‐La Crosse, La Crosse, Winsconsin, USA)
Paulo A. Lopes
(Department of Systems Engineering, Military Institute of Engineering, Rio de Janeiro, Brazil)
5066
Abstract
Successful firms are making a concerted effort to develop closer ties to their customers. However, the customer has not always been king. By describing the dialectic character of customer service and tracing it back in history, this paper provides some of the knowledge necessary to explain its present status and predict its future course.
Keywords
Citation
Reis, D., Pena, L. and Lopes, P.A. (2003), "Customer satisfaction: the historical perspective", Management Decision, Vol. 41 No. 2, pp. 195-198. https://doi.org/10.1108/00251740310457641
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited