Serving unfair customers

被引：92

作者：

Berry, Leonard L. ^{[1
]}

Seiders, Kathleen ^{[2
]}

机构：

[1] Texas A&M Univ, Mays Business Sch, College Stn, TX 77843 USA

[2] Boston Coll, Carroll Sch Management, Boston, MA USA

来源：

BUSINESS HORIZONS | 2008年 / 51卷 / 01期

关键词：

Customer service; Unfair customers; Demanding customers; Fairness; Service excellence;

D O I：

10.1016/j.bushor.2007.09.002

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Companies commonly adopt "the customer is always right" maxim as a basic premise for delivering quality service. A close examination of customer behavior, however, reveals that customers can be not only wrong but also blatantly unjust. Unfair customers take advantage of being "always right" by demanding unwarranted privileges and compensation, adversely affecting companies and, in some cases, employees and other customers. Companies can actually strengthen their ability to deliver quality service by dealing effectively with unfair customers. (C) 2007 Kelley School of Business, Indiana University. All rights reserved.

引用

页码：29 / 37

页数：9

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