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Research papers

Customer service research for the inland revenue

Among government departments in the United Kingdom, the Inland Revenue has been among the first to engage in a large scale, multi-stage programme of customer service research in accordance with the Government's Citizen's Charter initiative. This...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?
Authors: Pauline Eaton, Susan Blackall
June 15, 1993
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Citation

Eaton and Blackall (1993a, June 15). Customer service research for the inland revenue. ANA - ESOMAR. Retrieved April 29, 2024, from


https://ana.esomar.org/documents/customer-service-research-for-the-inland-revenue


Research papers

The responsibility for service delivery

On both sides of the Atlantic, the race is on to understand and meet customer expectations of service delivery, and research has a key role to play in helping organisations implement and sustain effective customer service programmes. For this paper,...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Authors: Karen Buros, Susan Blackall
September 1, 1992
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Citation

Buros and Blackall (1992a, September 01). The responsibility for service delivery . ANA - ESOMAR. Retrieved April 29, 2024, from


https://ana.esomar.org/documents/the-responsibility-for-service-delivery-