Customer Service Research: Past, Present and Future
International Journal of Physical Distribution & Materials Management
ISSN: 0269-8218
Article publication date: 1 February 1989
Abstract
Although significant advances have been made in customer service research, a majority of this research has concentrated on defining and measuring the importance of customer service in isolation from the other components of the marketing mix. In order to achieve a competitive advantage from customer service, it is necessary to establish service levels as part of the firm′s overall marketing strategy. This monograph reviews the development of customer service; evaluates past customer service research; presents a methodology for integrating customer service and marketing strategy, and provides some suggestions for future research.
Keywords
Citation
Sterling, J.U. and Lambert, D.M. (1989), "Customer Service Research: Past, Present and Future", International Journal of Physical Distribution & Materials Management, Vol. 19 No. 2, pp. 2-23. https://doi.org/10.1108/EUM0000000000306
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited