Findings are presented from an investigation of customer care in major UK organisations in the financial services sector, to include banks, building societies and insurance companies. Attention was focused on the need for customer care and service quality, and the development, implementation and...

The quality of service and customer care in the context of the marketing of services are considered. The focus is on distinguishing characteristics of services, definitions of service quality and the use of consumer research to assess expectations of and satisfactions with service quality —...