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Volume 3, Issue 6
1 June 1993
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 3, Issue 6
Research Article| June 01 1993

Making the Right Connection

Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1993
Managing Service Quality: An International Journal (1993) 3 (6): 21–23.
https://doi.org/10.1108/EUM0000000003200

Focuses on Pacific Bell telecommunications company and its benchmarking process to measure customer satisfaction. Explains the company′s current process m eight steps performed in sequence m and the results obtained.

Keywords: BENCHMARKING, PACIFIC BELL, SERVICE QUALITY, CUSTOMER SATISFACTION
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© MCB UP Limited
1993
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