For courses in Business Administration, Marketing, Consumer Behavior, Marketing Education, Customer Service.
This book is about the consumer's right to service—convenience, courtesy, and responsiveness to problems and needs—and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the private and public sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations.
- ISBN10 0135275083
- ISBN13 9780135275085
- Publish Date 26 February 2002
- Publish Status Out of Print
- Out of Print 24 September 2013
- Publish Country US
- Imprint Pearson
- Format Paperback
- Pages 192
- Language English