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...

Difficulties in conducting effective surveys to address customer satisfaction issues can be a significant problem in marketing practice. Addresses four of the most crucial methodological issues encountered with customer satisfaction surveys, namely sampling frames, quality of survey data and...

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...