Customer Service: Does Family Ownership Make a Difference?

Abstract

Customer service policies that prescribe positive thoughts about the customer and aspirations of providing the best service possible are fairly common. Yet the experience of many customers is far different from what is presented as company policy. Where does the discrepancy between policy and performance lie? This article proposes that family ownership plays a role in the creation of positive customer service interactions.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 248 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.