CUSTOMER SERVICE FOR SMALL FIRMS: A CONCEPTUAL FRAMEWORK AND SOME EMPIRICAL EVIDENCE

Emerald - Tập 3 Số 3 - Trang 128-135 - 1996
DavidCarson1, PaulineMaclaran2
1University of Ulster, Jordanstown Campus, Newtownabbey
2The Queen’s University of Belfast, Belfast, UK

Tóm tắt

The importance of customer service to the small firm together with how small firms can maximize their inherent strengths in this respect are considered. Current customer service theories, which have developed with larger organizations in mind, are examined to assess how they may be adapted to have relevance for the smaller business. A conceptual model of customer service for small firms is outlined and applied to findings from an empirical study of 28 small firms.

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