For teaching purposes, this is the commentary-only version of the HBR case study. The case-only version is reprint 90315. The complete case study and commentary is reprint 90304. 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.

【書誌情報】

ページ数：10ページ

サイズ：A4

商品番号：HBSP-90316

発行日：1990/5/1

登録日：2011/7/29