The kingdom of the customer

Article Abstract:

Neither profit nor competitive gain is the current primary goal of companies. More and more companies are recognizing the importance of increasing customer satisfaction through quality service. Japanese companies top the list in this area. Japan defined and delivered product excellence in the 1980s. More than being price- and quality-conscious, consumers are also service-conscious, making profitable companies out of those which give excellent service. The strategies used by the Japanese companies in providing quality customer service are enumerated. Even Western companies are slowly adapting these strategies to better their customer relations.

Methods, Japan, Corporations, Customer service, Public relations, Corporations, Japanese

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Reengineering turns company toward the customer

Article Abstract:

UK's seventh largest building society, Bradford & Bingley, decided to reengineer to be a customer-focused business and eventually a world leader. The 23 million-pound sterling reengineering process centered on the customer-based administration system (CBAS) which the company developed with a California-based computer company. CBAS involved the redesign of both business processes and the systems delivery process. The change was achieved with the goal of delivering service which is in tune with the business aim, completed in stages for lesser risk, process-driven and executed to achieve change.

Savings & Loan Assns, Savings Institutions, Management, Savings and loan associations, Reengineering (Management), Bradford and Bingley Building Society

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Waiting time delays and customer satisfaction in supermarkets

Article Abstract:

A study on the effects of waiting time delays on the customers' perceptions of service at supermarkets was conducted. The study shows that waiting time was accepted by customers if they were made to wait a shorter length of time than they expected. They also adjusted their expectations if they could see that the delay was not under the control of the store's management or staff.

Research, Services, Supermarkets, Customer satisfaction

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