CIGNA: setting new standards in corporate customer service
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1995
Abstract
Explains how CIGNA set out to improve the image of its product provision and customer service. Outlines the historical background and the decision. Describes how the company went about gaining a clear understanding of customer requirements by conducting surveys. Goes on to explain how this information was translated into quality service provision.
Keywords
Citation
Ferrari, A. (1995), "CIGNA: setting new standards in corporate customer service", Managing Service Quality: An International Journal, Vol. 5 No. 1, pp. 30-34. https://doi.org/10.1108/09604529510081785
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited