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Case of the Complaining Customer (HBR Case Study and Commentary)

通常価格 ¥1,210 JPY
通常価格 セール価格 ¥1,210 JPY
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Shortly after installing a new computer system designed to provide quick and accurate service, the president of Presto Cleaner received an angry letter from a customer whose laundry had been lost by the system. The case study looks at the questions: How much service does a company or store owe a customer? Is the customer always right? In 90304 and 90316, four authorities on customer service--Leonard A. Schlesinger, associate professor at the Harvard Business School; Dinah Nemeroff, corporate director of customer affairs at Citicorp/Citibank; Ron Zemke, president of Performance Research Associates; and Claus Moller, president of Time Management International--consider Presto Cleaner's customer complaint. This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study only, reprint 90315, and commentary only, reprint 90316.

【書誌情報】

ページ数:16ページ

サイズ:A4

商品番号:HBSP-90304

発行日:1990/5/1

登録日:2011/7/29

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