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How to measure customer service effectively

Scott C. Baggs (Scott C. Baggs and Brian H. Kleiner are from the Department of Management, School of Business Administration and Economics, California State University, Fullerton, California, USA)

Brian H. Kleiner (Brian H. Kleiner are from the Department of Management, School of Business Administration and Economics, California State University, Fullerton, California, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1996

Issue publication date: 1 February 1996

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Abstract

While accurate measurement of customer service is important, of even greater importance is making the measurement effectively so that results can be used to improve business operations. Discusses a number of measurement methods and describes the market share method, which was developed to incorporate the important factors of these methods while linking it with company profits through market share.

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Baggs, S.C. and Kleiner, B.H. (1996), "How to measure customer service effectively", Managing Service Quality: An International Journal, Vol. 6 No. 1, pp. 36-39. https://doi.org/10.1108/09604529610108126

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MCB UP Ltd

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How to measure customer service effectively

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