Total customer service

Adrian John Wilkinson · Ed Snape · Pamela Allen

40 citations0/0 files storedThe TQM Journal

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Quality and Supply Management Customer Service Quality and Loyalty Management Systems and Quality Improvement

Abstract

Black & Decker UK has approached quality management through Total Customer Service. The programme involves communications, employee participation through quality circles and TCS groups, plant reorganisation and changes in pay and grading. After five years, what are the results?

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2002The employee-organization relationship, organizational citizenship behaviors, and superior service quality 2006The Influence of Service Recovery and Loyalty on Perceived Service Quality: A Study of Hotel Customers in Spain 1996Achieving Focus in Service Organisations 1996Collaring the Cheshire Cat’: Studying Customers' Services Experience through Metaphor 1995Business Etiquette: What Your Students Don't Know 2018Innovation, Creativity, New Product Development Processes and the Role of Science Parks 1993Marketing in the Changing World: A Course Emphasizing the Role of the Individual in the Marketing Environment 1991EFFECTIVENESS AND QUALITY OF SERVICE DATA: PUBLIC SECTOR “AFFLUENCE”, PRIVATE SECTOR “SQUALOR”?

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