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Customer Service: Does It Matter?

In: Service Management

Author

Listed:
  • Tor W. Andreassen

    (BI Norwegian Business School)

  • Line L. Olsen

    (BI Norwegian Business School)

Abstract

Imagine you are a contestant on the TV quiz show, Jeopardy! The lights, the cameras and all eyes in the audience are on you. The host turns to you and says: “The word is ‘Bad’. Remember to phrase your answer in the form of a question!” Without batting an eyelid, you respond: “What is customer service?” While the audience applauds your response, the host shakes his head signaling that this is not the answer he had in mind…

Suggested Citation

  • Tor W. Andreassen & Line L. Olsen, 2012. "Customer Service: Does It Matter?," Springer Books, in: Jay Kandampully (ed.), Service Management, chapter 0, pages 25-41, Springer.
    • Handle: RePEc:spr:sprchp:978-1-4614-1554-1_3
    DOI: 10.1007/978-1-4614-1554-1_3
    as

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