23. Customer Service and Service Quality

  1. Gavriel Salvendy Ph.D. professor founding editor founding chair member scientist Honorary Doctrate Fellow
  1. Richard A. Feinberg Professor

Published Online: 5 DEC 2007

DOI: 10.1002/9780470172339.ch23

Handbook of Industrial Engineering: Technology and Operations Management, Third Edition

Handbook of Industrial Engineering: Technology and Operations Management, Third Edition

How to Cite

Feinberg, R. A. (2001) Customer Service and Service Quality, in Handbook of Industrial Engineering: Technology and Operations Management, Third Edition (ed G. Salvendy), John Wiley & Sons, Inc., Hoboken, NJ, USA. doi: 10.1002/9780470172339.ch23

Editor Information

  1. School of Industrial Engineering, Purdue University, West Lafayette, Indiana, USA

Author Information

  1. Consumer Sciences & Retailing, Purdue University, West Lafayette, Indiana, USA

Publication History

  1. Published Online: 5 DEC 2007
  2. Published Print: 11 MAY 2001

ISBN Information

Print ISBN: 9780471330578

Online ISBN: 9780470172339

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Keywords:

  • customer service paradigm;
  • customer service and service quality;
  • customer-satisfaction orientation;
  • customer satisfaction measurement system;
  • customer service and service technology

Summary

This chapter contains sections titled:

  • Introduction to the Customer Service Paradigm

  • It's the Customer Stupid …Not Service Quality, Product Quality, or Customer Service!

  • How to Create a Customer-Focused Business

  • The Customer Service Department

  • The Future of Customer Service and Service Technology

  • The Customer Service Audit

  • A Final Word

  • References