Misplaced marketing: a service economy whose employees say "customer service is not my job!"

Misplaced marketing: a service economy whose employees say "customer service is not my job!"

H.J. Rotfeld,Journal of Consumer Marketing,(UK),Vol. 18 No. 2, 2001

Asserts that despite the move towards a more service-based economy, firms are failing to provide good customer service. Provides colourful examples of poor customer service from the airline industry, software retail industry and restaurant industry, illustrating the strict job demarcation mindset of managers and employees which leads to customer dissatisfaction. Contends that controlling costs, which appears to be the focus of many organizations to the detriment of the customer, should be secondary to service.

Quality focus says: A journalistic article – highly readable.