Crowned, but not king

Abstract

Examines the state of the total quality movement within the service industry. Contends that in somecases to accept that the customer is always right has produced the wrong results. Asks whether after years of providing a poor quality or indifferent service, organisations are moving too far the other way and forgetting that sometimes the customer is wrong. Reminds us that customers are human, and rarely perfect.

Citation

Oddey, G. (1993), "Crowned, but not king", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 15-16. https://doi.org/10.1108/EUM0000000003185