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