Service Quality: An Investigation of Customer Care in Major UK Organisations
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 August 1990
Abstract
A research initiative, focused on quality customer care in service organisation and recently completed in the Financial Services Research Centre, is presented. Empirical data was collected from a number of major UK companies financial services, retailing and leisure and the findings which are summarised here relate to three elements of the project: an investigation of the nature and extent of customer care programmes, an assessment of consumer expectations of service quality and the perceptions of service received, and an evaluation of employees′ perspective on the provision of service quality within their organisations.
Keywords
Citation
Lewis, B.R. (1990), "Service Quality: An Investigation of Customer Care in Major UK Organisations", International Journal of Service Industry Management, Vol. 1 No. 2, pp. 33-44. https://doi.org/10.1108/09564239010001127
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited