Abstract
If quality of service is to be delivered operationally by a service organisation it requires a rigorous description of the dimensions of customer service. The article presents a definition of customer service based on six dimensions: flexibility, ‘fault-freeness' and a framework of time are all ‘firm’ dimensions which can be easily measured, while style, steering and safety are ‘soft’ dimensions which are more difficult to measure. A service organisation can carry out an operational audit of the delivery of customer service and may establish its position according to performance against these six dimensions of customer service.
Published Version
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