Service Quality: Forethought, Not Afterthought

Abstract

According to Leon Gorman, president of L. L. Bean, service is a day‐in, day‐out, ongoing, never‐ending, unremitting, persevering, compassionate type of activity. Given L. L. Bean's position as the service quality leader in its industry, the message is one no marketing executive can afford to ignore. Indeed, every executive's nightmare should be overhearing a customer say one of the following remarks:

Citation

Sonnenberg, F.K. (1989), "Service Quality: Forethought, Not Afterthought", Journal of Business Strategy, Vol. 10 No. 5, pp. 54-57. https://doi.org/10.1108/eb060064