CONSTANGIOARA, Alexandru; BUCUREAN, Mirela; TOMESCU, … - In: Management and Marketing Journal 3 (2005) 1, pp. 68-74
Although most senior manager agree that customer service is important, they find it difficult to explain exactly what it is and does. However we have identified three facets of customer service: customer service as (1) an activity, (2) performance level and (3) management philosophy....