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Volume 26, Issue 1
1 January 1988
Management Decision Cover Image for Volume 26, Issue 1
Editors
Howard Thomas
Howard Thomas
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Review Article| January 01 1988

Customer Services — Off the Peg or Tailor‐made?

Norman E. Marr
Norman E. Marr
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-6070
Print ISSN: 0025-1747
© MCB UP Limited
1988
Management Decision (1988) 26 (1): 25–29.
https://doi.org/10.1108/eb001482

This article examines the differences in the off the peg or tailor‐made approaches to customer services. It also suggests trade‐off analysis as a means of determining what is most important to customers and how they will react to changes in particular services.

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© MCB UP Limited
1988
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