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- W2079023549 abstract "If quality of service is to be delivered operationally by a service organisation it requires a rigorous description of the dimensions of customer service. The article presents a definition of customer service based on six dimensions: flexibility, ‘fault-freeness' and a framework of time are all ‘firm’ dimensions which can be easily measured, while style, steering and safety are ‘soft’ dimensions which are more difficult to measure. A service organisation can carry out an operational audit of the delivery of customer service and may establish its position according to performance against these six dimensions of customer service." @default.
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- W2079023549 date "1989-04-01" @default.
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- W2079023549 title "Customer Service and Operations Management in Service Businesses" @default.
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- W2079023549 doi "https://doi.org/10.1080/02642068900000027" @default.
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