Xerox Corp.: The Customer Satisfaction Program (A)

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Case

Reference no. 9-594-109

Subject category: Marketing

Authors: Melvyn AJ Menezes (Harvard Business School); Jon D Serbin (Harvard Business School)

Published by: Harvard Business Publishing

Published in: 1994

Length: 18 pages

Data source: Field research

Topics: Corporate strategy; Customer relations; Customer service; Marketing strategy; Office equipment

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Abstract

A rewritten version of an earlier case, Xerox Corp.: The Customer Satisfaction Program. Does not provide an update and no new content is added. The new (A) and (B) case structure merely isolates the service guarantee issue.

Location:

United States

Industry:

Copiers, office equipment

Size:

Fortune 500, USD17.6 billion revenues

Other setting(s):

1959-1990