Customer Services - Off the Peg or Tailor-made?

This article examines the differences in the off the peg or tailor-made approaches to customer services. It also suggests trade-off analysis as a means of determining what is most important to customers and how they will react to changes in particular services.

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Published in:Management decision 1988-01, Vol.26 (1), p.25-29
Main Author: Marr, Norman E
Format: Article
Language:English
Subjects:
Customer services
Exporters
Preferences
Tradeoff analysis
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cites cdi_FETCH-LOGICAL-c288t-cb7bdb047e252a666827f54682c7de66071af44e28e3cd4bcdcf3cdbef501f3e3
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description This article examines the differences in the off the peg or tailor-made approaches to customer services. It also suggests trade-off analysis as a means of determining what is most important to customers and how they will react to changes in particular services.
doi_str_mv 10.1108/eb001482
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source Emerald Archive
subjects Customer services
Exporters
Preferences
Tradeoff analysis
title Customer Services - Off the Peg or Tailor-made?
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