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Not just Caring but Sharing

In: Customer Loyalty and Success

Author

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  • James J. Lynch

Abstract

Unreciprocated care, like unrequited love, is difficult to sustain. The customer care revolution of the 1980s had, by the mid-1990s, brought many benefits, but it also claimed victims. Few would deny the need for consumer protection, high quality standards, sensitive and efficient complaints handling. But not all customers are the same; some respond positively to enhanced customer care, others see it as an opportunity for cheating, coercion and worse.

Suggested Citation

  • James J. Lynch, 1995. "Not just Caring but Sharing," Palgrave Macmillan Books, in: Customer Loyalty and Success, chapter 6, pages 161-187, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-37471-3_6
    DOI: 10.1057/9780230374713_6
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