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Customer satisfaction: the historical perspective

Dayr Reis, Leticia Pena, Paulo A. Lopes

Management Decision

ISSN: 0025-1747

Article publication date: 1 March 2003

5098

Abstract

Successful firms are making a concerted effort to develop closer ties to their customers. However, the customer has not always been king. By describing the dialectic character of customer service and tracing it back in history, this paper provides some of the knowledge necessary to explain its present status and predict its future course.

Keywords

Citation

Reis, D., Pena, L. and Lopes, P.A. (2003), "Customer satisfaction: the historical perspective", Management Decision, Vol. 41 No. 2, pp. 195-198. https://doi.org/10.1108/00251740310457641

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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