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Volume 41, Issue 2
1 March 2003
Management Decision Cover Image for Volume 41, Issue 2
Conceptual Paper| March 01 2003

Customer satisfaction: the historical perspective

;
Dayr Reis
Department of Management, College of Business Administration, University of Wisconsin‐La Crosse, La Crosse, Winsconsin, USA
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Leticia Pena
Department of Management, College of Business Administration, University of Wisconsin‐La Crosse, La Crosse, Winsconsin, USA
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Paulo A. Lopes
Department of Systems Engineering, Military Institute of Engineering, Rio de Janeiro, Brazil
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-6070
Print ISSN: 0025-1747
© MCB UP Limited
2003
Management Decision (2003) 41 (2): 195–198.
https://doi.org/10.1108/00251740310457641

Successful firms are making a concerted effort to develop closer ties to their customers. However, the customer has not always been king. By describing the dialectic character of customer service and tracing it back in history, this paper provides some of the knowledge necessary to explain its present status and predict its future course.

Keywords: Customer satisfaction, Customer service, Service quality, Quality management, Total quality management
© MCB UP Limited
2003
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