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Volume 10, Issue 2
1 April 1998
Journal of Workplace Learning Cover Image for Volume 10, Issue 2
Case Report| April 01 1998

Interpreting and responding to customer needs

Richard E. Teare
Forte Professor, University of Surrey, Guildford, Surrey, UK
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-7859
Print ISSN: 1366-5626
© MCB UP Limited
1998
Journal of Workplace Learning (1998) 10 (2): 76–94.
https://doi.org/10.1108/13665629810209057

Relates aspects of consumer behaviour and in particular the decision process to the procedures and processes for delivery and assuring customer service. The main themes are: understanding customers; designing and delivering services; and assuring total quality services.

Keywords: Consumer behaviour, Consumer marketing, Customer service, Hospitality industry, Service delivery systems, Service quality
© MCB UP Limited
1998
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