Customer service: management commitment and performance within industrial manufacturing firms

• Main Authors: Sade, A. Bakar, Bojei, Jamil, Donaldson, G. William
• Format: Conference or Workshop Item
• Language: English
• Published: Academy of Marketing Science 1997
• Online Access: http://psasir.upm.edu.my/id/eprint/60405/1/Customer%20service%20management%20commitment%20and%20performance%20within%20industrial%20manufacturing%20firms.pdf; http://psasir.upm.edu.my/id/eprint/60405/

The concept of customer service (CS) as applied within manufacturing firms had and will continue to increase in importance. CS is seen as another source of competitive advantage with greater revenue generating potential among manufacturers. However, management commitment to customer service (MCCS) i...