Customer service: What's a smile got to do with it?

Managing Service Quality: An International Journal

Volumn 7, Issue 5, 1997, Pages 248-252

  Cook, Sarah ^a   Macaulay, Steve ^b  

^a The Stairway Consultancy ^*  (United Kingdom)

^b CRANFIELD UNIVERSITY   (United Kingdom)

Author keywords

Complaints; Corporate culture; Customer service; Training

Indexed keywords

EID: 84986134814     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529710172890     Document Type: Review

References (5)

1. Richer, J., The Richer Way, Emap Business Communications, London, 1995.
2. Roddick, A., Body and Soul, Ebury Press, London, 1991.
3. Contained in Evening Standard, 3 April 1997.
4. Times, 30 November 1996.
5. Armistead, C. and Clark, G., Customer Service and Support, Pitman Publishing, London, 1992.