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Case
-
Reference no. 9-395-065
Subject category: Case Method and Specialist Management Disciplines
Authors: Norman Klein (Harvard Business School); W Sasser Jr (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1994
Version: 28 November 1994
Length: 15 pages
Data source: Field research
Topics: Information systems; Information technology; International business; Service management
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Abstract

Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment to customer service and the measures, technology, and economics that come into play to recover customers who have complained.
Size:
£6.3 billion revenues
Other setting(s):
1984-1994
Case
-
Reference no. 9-302-S02
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Earl Sasser (Harvard Business School); Norman Klein (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1994
Version: 28 November 1994
Length: 16 pages
Data source: Field research
Topics: Information systems; Information technology; International business; Service management
View full details

About

Abstract

Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment to customer service and the measures, technology, and economics that come into play to recover customers who have complained.

Settings

Size:
£6.3 billion revenues
Other setting(s):
1984-1994

Related

Case
-
Reference no. 9-302-S02
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: Earl Sasser (Harvard Business School); Norman Klein (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1994
Version: 28 November 1994
Length: 16 pages
Data source: Field research
Topics: Information systems; Information technology; International business; Service management
View full details