Do Managers Really Know what Service their Customers Require?

Abstract

Ask any manager what aspects of customer service are important to his customer and he may be able to tell you. An examination of the replies received from the various management roles will, however, often show a misunderstanding of what are important aspects of customer service to the customer.

Citation

Marr, N.E. (1980), "Do Managers Really Know what Service their Customers Require?", International Journal of Physical Distribution & Materials Management, Vol. 10 No. 7, pp. 433-444. https://doi.org/10.1108/eb014476