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Journal Articles

American Express achieves pride, performance and a sense of purpose

Management Development Review (1997) 10 (5): 191–192.

https://doi.org/10.1108/EUM0000000004400

Published: 01 September 1997

... Customer service Financial services Quality assurance Service quality USA Robbed of her traveller’s cheques, receipts, passport, plane tickets, driving licence and car‐rental contract, a distraught non‐English speaking Dutch tourist in Salt Lake City, USA, contacted American Express...

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Journal Articles

Empowering employees to delight customers at FedEx

Management Development Review (1997) 10 (3): 112–113.

https://doi.org/10.1108/EUM0000000004383

Published: 01 June 1997

... methods of measuring satisfaction. The company’s service‐quality indicator (SQI) is used to improve services and circumvent complaints and dissatisfaction. It is derived from a “hierarchy of horrors.” FedEx used to classify complaints systematically, and found that customers were calling...