Linking customer intelligence to service operations: Exploiting the connection at GTE

James H. Drew, Ruth Bolton

Research output: Contribution to journalArticle


The growing influence of quality improvement philosophies has had a major impact on service organizations. At GTE Corporation, customer surveys play an important role in every strategic business unit. With revolutionary changes occurring in the telecommunications industry, we have increasingly focused on translating customer needs into company actions. In this paper, we describe the processes by which customer information is systematically gathered, how this information is linked to internal operations and their measures and how these links are used to improve service.

Original languageEnglish (US)
Pages (from-to)119-140
Number of pages22
JournalAdvances in Services Marketing and Management
Issue numberC
StatePublished - Jan 1 1995
Externally publishedYes


ASJC Scopus subject areas

  • Marketing
  • Business, Management and Accounting (miscellaneous)

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