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Article
Publication date: 1 December 1994

Peter Donovan and Timothy Samler

Delighting customers should be a compelling business strategy. DetailsThe Ten‐step Approach to Delighting Customers on which Northern TelecomEurope and Oracle Corporation UK based…

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Abstract

Delighting customers should be a compelling business strategy. Details The Ten‐step Approach to Delighting Customers on which Northern Telecom Europe and Oracle Corporation UK based their customer‐driven programmes. Identifies perception as the fifth P of marketing management that distinguishes a customer‐driven organization.

Details

Managing Service Quality: An International Journal, vol. 4 no. 6
Type: Research Article
ISSN: 0960-4529

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