TITLE

The Customer Service Ethic: Foiling the Ghost of Willy Loman

AUTHOR(S)
Randall, E. James
PUB. DATE
August 1988
SOURCE
Journal of Personal Selling & Sales Management;Aug88, Vol. 8 Issue 2, p69
SOURCE TYPE
Academic Journal
DOC. TYPE
Abstract
ABSTRACT
The article presents an abstract to the paper "The Customer Service Ethic: Foiling the Ghost of Willy Loman," by Frank J. Seibold. The purpose of the paper is to raise customer service to a high ethical plane. With ethical conduct broadly defined as avoiding injury to customers, the research hypothesis states that symbolically in personal selling operations, Willy Loman's ghost of non-professionalism is foiled by practitioners rendering quality customer service-the customer service ethic.
ACCESSION #
6654094

 

Related Articles

  • THE SIMPLE LIFE. G. M. // Entrepreneur;Jan2006, Vol. 34 Issue 1, p77 

    The article presents some tips to up one's convenience quotient for customers. One should observe customer behavior and consider this information in everything from one's business's setup to one's location. One should focus on the things that customers favor. One should speed up the payment process.

  • The Hidden Wealth of Customers. Lee, Bill // Hidden Wealth of Customers;8/4/2014, p1 

    While there has been an increasing trend in the business world over the past few years to champion driving business success by “focusing on the customer,” most businesses are still getting it wrong. This is because their efforts have primarily been directed toward learning more about...

  • Unmet Demands Are Missed Opportunities. Black, Amy // Review of Optometry;12/15/2003, Vol. 140 Issue 12, p17 

    Discusses the attitude of consumers regarding unmet demands. Search of consumers of a good and immediate response to their request; Need to answer consumer demands; Reason for customers to seek new places to shop or new doctors to cure them.

  • Satisfaction measurement sometimes goes too far. Donath, Bob // Marketing News;3/15/93, Vol. 27 Issue 6, p9 

    Reflects on issues on customer satisfaction measurements in the U.S. as of March 15, 1993. Analysis of a problem on adding customer satisfaction computations to employee salary and bonus calculations; Link between customer satisfaction and compensation; Advantages offered by customer...

  • The Not-So-Chic Customer.  // Operations & Fulfillment;Nov2003, Vol. 11 Issue 11, p4 

    Comments on the attitudes of customers. Concept of the metrosexual man; Characteristics of customers; Importance of customer satisfaction.

  • Locus of Control, Web Use, and Consumer Attitudes Toward Internet Regulation. Hoffman, Donna L.; Novak, Thomas P.; Schlosser, Ann E. // Journal of Public Policy & Marketing;Spring2003, Vol. 22 Issue 1, p41 

    The authors empirically examine how locus of control, an important consumer behavior construct, differentiates among consumers' Web use in a marketing policy context and argue that consumers' general expectancies as to whether they or others control events can predict their Web use and their...

  • Misperceptions of Time in the Sales Transaction. Feinberg, Richard A.; Smith, Peter // Advances in Consumer Research;1989, Vol. 16 Issue 1, p56 

    Consumers and sales associates estimated transaction time in a retail environment. Consumers overestimated and sales associates underestimated transaction times. As a result, on a practical level, delivering timely and effective customer service is probably impaired by misperceptions of time. On...

  • COMPLAINT INTENTIONS AND BEHAVIOR FOR PRODUCTS VERSUS SERVICES. Warren, William E.; Gilbert, Faye W. // Journal of Marketing Management (10711988);Spring/Summer1993, Vol. 3 Issue 1, p12 

    The purpose of this article is to compare complaint intentions and behavior for products and services. The relative frequency of complaints for categories of products and services provides insight into the diversity of customer problems. The results of a confirmatory factor analysis validate the...

  • Strategic Capacity Rationing to Induce Early Purchases. Qian Liu // Manufacturing & Service Operations Management;Winter2006, Vol. 8 Issue 1, p110 

    Highlights the study "Strategic Capacity Rationing to Induce Early Purchases." Explanation on a wide variety of assumptions in modeling customer strategic behavior; Influence of capacity constraints on pricing strategy; Information on the optimal selling strategy.

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sign out of this library

Other Topics