Building a customer-oriented organization
Long Range PlanningPublished 1 June 1988
Frank G. Cornish
Citations10
SJR quartileQ1
SJR score2.91
SNIP2.47
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Abstract
In this article a Vice-President of Citibank NA describes some of the steps they have taken to ensure that service quality remains a key objective of the organization; and service quality does not apply only to the customer base. The same principles apply internally within the organization.
Keywords
Business, Management and Accounting