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The Customer's Perception of Customer Service
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Consumer Behavior Articles research papers
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A 10 page paper
discussing the dichotomy that often exists between the organization's perception of its
service to customers and the customer's view. The bottom line is that it makes little
difference how the organization would describe its customer satisfaction efforts, when all
that matters is how customers would describe them. Dell Computer and McDonald's (and
many others) can congratulate themselves and their employees on internal efforts on the
parts of both management and workers to serve the customer as they believe the customer
should be served. Unless the customer shares the same perception, however, such internal
activities are merely exercises in narcissism. Bibliography lists 8 sources.
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Pages:
10
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Filename:CC6_KSmkCusSer.wps |
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Paper Title:
The Customer's Perception of Customer Service
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