Abstract
AbstractThis paper explores the reality of self‐service today from the customer perspective and identifies what organisations need to do to maximise their contribution to improving customer service in the future. It is based on the findings of an extensive study, including original consumer research and analysis, undertaken by the Future Foundation that was sponsored by a consortium of companies consisting of Broadsystem, BT, mmO2, BUPA and GIMRA (General Insurance Market Research Association). It is structured around a series of questions that the research was designed to answer, with clear recommendations for businesses coming out of each section. Copyright © 2003 Henry Stewart Publications.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
