The Service Excellence Experience

Abstract

The experience is reported of a recent study tour of US companies which are known for their outstanding levels of customer service. A number of themes for success are highlighted which relate to human resource issues, operational considerations and marketing, together with some of the performance indicators which are central to the provision of excellent service.

Citation

Moores, B. (1990), "The Service Excellence Experience", Marketing Intelligence & Planning, Vol. 8 No. 6, pp. 18-24. https://doi.org/10.1108/EUM0000000001087