Customer service: management commitment and performance within industrial manufacturing firms
The concept of customer service (CS) as applied within manufacturing firms had and will continue to increase in importance. CS is seen as another source of competitive advantage with greater revenue generating potential among manufacturers. However, management commitment to customer service (MCCS) i...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
Academy of Marketing Science
1997
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| Online Access: | http://psasir.upm.edu.my/id/eprint/60405/ http://psasir.upm.edu.my/id/eprint/60405/1/Customer%20service%20management%20commitment%20and%20performance%20within%20industrial%20manufacturing%20firms.pdf |
| _version_ | 1848854186407493632 |
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| author | Sade, A. Bakar Bojei, Jamil Donaldson, G. William |
| author_facet | Sade, A. Bakar Bojei, Jamil Donaldson, G. William |
| author_sort | Sade, A. Bakar |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | The concept of customer service (CS) as applied within manufacturing firms had and will continue to increase in importance. CS is seen as another source of competitive advantage with greater revenue generating potential among manufacturers. However, management commitment to customer service (MCCS) itself is largely noted as a major barrier toward CS success. This study scales firms’ level of MCCS and relate it to their performance. From a survey of industrial manufacturing firms operating in the U.K., it was found that Committed firms generally faired well in a number of performance measures as compared to Less Committed firms. |
| first_indexed | 2025-11-15T11:05:52Z |
| format | Conference or Workshop Item |
| id | upm-60405 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T11:05:52Z |
| publishDate | 1997 |
| publisher | Academy of Marketing Science |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-604052018-05-21T03:33:11Z http://psasir.upm.edu.my/id/eprint/60405/ Customer service: management commitment and performance within industrial manufacturing firms Sade, A. Bakar Bojei, Jamil Donaldson, G. William The concept of customer service (CS) as applied within manufacturing firms had and will continue to increase in importance. CS is seen as another source of competitive advantage with greater revenue generating potential among manufacturers. However, management commitment to customer service (MCCS) itself is largely noted as a major barrier toward CS success. This study scales firms’ level of MCCS and relate it to their performance. From a survey of industrial manufacturing firms operating in the U.K., it was found that Committed firms generally faired well in a number of performance measures as compared to Less Committed firms. Academy of Marketing Science 1997 Conference or Workshop Item PeerReviewed text en http://psasir.upm.edu.my/id/eprint/60405/1/Customer%20service%20management%20commitment%20and%20performance%20within%20industrial%20manufacturing%20firms.pdf Sade, A. Bakar and Bojei, Jamil and Donaldson, G. William (1997) Customer service: management commitment and performance within industrial manufacturing firms. In: 1997 World Marketing Congress, 24-27 June 1997, Kuala Lumpur, Malaysia. (pp. 544-547). 10.1007/978-3-319-17320-7_141 |
| spellingShingle | Sade, A. Bakar Bojei, Jamil Donaldson, G. William Customer service: management commitment and performance within industrial manufacturing firms |
| title | Customer service: management commitment and performance within industrial manufacturing firms |
| title_full | Customer service: management commitment and performance within industrial manufacturing firms |
| title_fullStr | Customer service: management commitment and performance within industrial manufacturing firms |
| title_full_unstemmed | Customer service: management commitment and performance within industrial manufacturing firms |
| title_short | Customer service: management commitment and performance within industrial manufacturing firms |
| title_sort | customer service: management commitment and performance within industrial manufacturing firms |
| url | http://psasir.upm.edu.my/id/eprint/60405/ http://psasir.upm.edu.my/id/eprint/60405/ http://psasir.upm.edu.my/id/eprint/60405/1/Customer%20service%20management%20commitment%20and%20performance%20within%20industrial%20manufacturing%20firms.pdf |