Delighting Customers
Managing Service QualityPublished 1 December 1994
Peter Donovan, Timothy Samler
Citations10
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Abstract
Delighting customers should be a compelling business strategy. Details The Ten‐step Approach to Delighting Customers on which Northern Telecom Europe and Oracle Corporation UK based their customer‐driven programmes. Identifies perception as the fifth P of marketing management that distinguishes a customer‐driven organization.
Keywords
Business, Management and Accounting