Abstract
The role of customer service in industrial and consumer goods markets as well as services markets is examined. Customer service has often been examined from a functionalist perspective in the physical distribution field and from a satisfaction and service quality perspective in the services field. An integrative conceptual model of customer service is proposed that considers both perspectives.
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Kenny, J.T., Fisk, R.P. (2015). A Closer Look at Customer Service: a Conceptual Model. In: Hawes, J. (eds) Proceedings of the 1989 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-17055-8_99
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DOI: https://doi.org/10.1007/978-3-319-17055-8_99
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