Examines the renewed interest in implementation of total quality management (TQM) in federal government services. In particular analyses the concept of customer service in the Federal Government and how it is perceived. Details three common misunderstandings which drive the development and...

Now customer relationship marketing (CRM) solutions might be the hottest topic in business world. CRM impelled the growth of both B2B and B2C markets. But the issue is how to apply the cutting‐edge CRM solutions. Do people really understand what CRM is and why they should install CRM? The...

Presents a report of the study about shoplifting problems in retail clothing outlets which was carried out during the autumn of 1993, with the primary purpose of examining managers′ attitudes towards shoplifting in some detail and the secondary purpose of identifying coping strategies that can...

Proposes that customer service training processes should be studied as a multidimensional issue, recognizing an analytical dimension of tasks, technique, procedure, and system; a behavioral dimension concerned with attitudes, perceptions, and motivation; and an organizational learning dimension...