Customer service research paper pdf

Before the introduction of the notion of an internal customer, external customers were, simply, customers. [ citation needed ] Quality-management writer Joseph M. Juran popularized the concept, introducing it in 1988 in the fourth edition of his Quality Control Handbook ( Juran 1988 ). [10] [11] [12] The idea has since gained wide acceptance in the literature on total quality management and service marketing; [10] and many organizations as of 2016 [update] recognize the customer satisfaction of internal customers as a precursor to, and a prerequisite for, external customer satisfaction, with authors such as Tansuhaj, Randall & McCullough 1991 regarding service organizations which design products for internal customer satisfaction as better able to satisfy the needs of external customers. [13] Research on the theory and practice of managing the internal customer continues as of 2016 [update] in a variety of service-sector industries . [14] [15] [ need quotation to verify ]

Customer service research paper pdf

customer service research paper pdf

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