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Measuring and managing customer service in industrial firms

Article Abstract:

This article investigates the customer service function in industrial firms. A distinction is drawn between definitional, measurement, and management aspects of the service function. A model regarding relationships between company descriptors, customer service, and organizational performance is proposed. Results of a survey of marketing managers in industrial firms suggest that the measurement and management of customer service vary as a function of organizational descriptors, and all three components of service impact on organizational performance. (Reprinted by permission of the publisher.)

Services, Customer service, Industry, Industries

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Salesforce turnover: those who left and those who stayed

Article Abstract:

Research was undertaken to determine what factors explained the differences between salespeople who left a large computer manufacturer and those who stayed. The analysis suggested that the two groups differed in meaningful ways. (Reprinted by permission of the publisher.)

Analysis, Job security, Sales personnel, Salespeople, Employee turnover

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