The psychology of customer care : A revolutionary approach
Lynch, J. James
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The service quality revolution of the 1980s has been superseded by a customer counter-revolution in the 1990s. The result is that customer care and service management techniques developed in the last decade are outmoded. The compliant consumer has been transformed into the 'discerning demander' seeking instant and continuing gratification of psychological needs as well as product satisfaction. Many of the customer care programmes of the 1980s were based on quality management techniques developed in manufacturing industries throughout the 1960s and 1970s. They had the merit of heightening awareness in service industries of the importance of the quality dimension as a competitive weapon. Standards of service in airlines, banks, hotels and supermarkets were enhanced, but the nature of service remained unchanged; or where it was changed its significance was un recognised.
- Social Sciences