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Article
Publication date: 1 October 1994

Colin Pedrick

Briefly outlines Whitbread Beer Company’s activities and background,giving some reasons for the ailing market it has encountered. Detailstwo teams – customer management and…

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Abstract

Briefly outlines Whitbread Beer Company’s activities and background, giving some reasons for the ailing market it has encountered. Details two teams – customer management and customer service management – which were initiated to combat this. Enumerates areas of improvement, from basics such as understanding customer needs, to providing a meaningful customer service, using BPR. Concludes with some recommendations for establishing a process of leading quality and improvement.

Details

Managing Service Quality: An International Journal, vol. 4 no. 5
Type: Research Article
ISSN: 0960-4529

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