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

James H. Drew; Ruth Bolton

doi:10.1016/S1067-5671(95)04021-8

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

James H. Drew, Ruth Bolton

Research output: Contribution to journal › Article › peer-review

Abstract

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 language	English (US)
Pages (from-to)	119-140
Number of pages	22
Journal	Advances in Services Marketing and Management
Volume	4
Issue number	C
DOIs	https://doi.org/10.1016/S1067-5671(95)04021-8
State	Published - Jan 1 1995
Externally published	Yes

ASJC Scopus subject areas

Marketing
Business, Management and Accounting (miscellaneous)

Access to Document

10.1016/S1067-5671(95)04021-8

Cite this

@article{b7b981c547334e2a8794e7e77eeca18c,

title = "Linking customer intelligence to service operations: Exploiting the connection at GTE",

abstract = "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.",

author = "Drew, {James H.} and Ruth Bolton",

year = "1995",

month = jan,

day = "1",

doi = "10.1016/S1067-5671(95)04021-8",

language = "English (US)",

volume = "4",

pages = "119--140",

journal = "Advances in Services Marketing and Management",

issn = "1067-5671",

publisher = "Elsevier BV",

number = "C",

}

TY - JOUR

T1 - Linking customer intelligence to service operations

T2 - Exploiting the connection at GTE

AU - Drew, James H.

AU - Bolton, Ruth

PY - 1995/1/1

Y1 - 1995/1/1

N2 - 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.

AB - 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.

UR - http://www.scopus.com/inward/record.url?scp=85023442559&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85023442559&partnerID=8YFLogxK

U2 - 10.1016/S1067-5671(95)04021-8

DO - 10.1016/S1067-5671(95)04021-8

M3 - Article

AN - SCOPUS:85023442559

SN - 1067-5671

VL - 4

SP - 119

EP - 140

JO - Advances in Services Marketing and Management

JF - Advances in Services Marketing and Management

IS - C

ER -

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

Abstract

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this