Do It All的“翻天覆地的变化”:它似乎是如何团结起来的，这让我、我的妻子和一个建筑商感到惊讶

Training for Quality Pub Date : 1995-09-01 DOI:10.1108/09684879510093353

C. Hoare

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摘要

从客户的角度出发，以一家大型DIY连锁店为例，描述了文化变革如何显著缩小了期望和感知的客户服务之间的差距。使用Parasuraman等人描述的模型。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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A “sea change” at Do It All: how it seems to have got its act together, surprising me, my wife and a builder

Written from a customer point of view and using the example of a large DIY chain store, describes how a culture change made a significant narrowing of the gap between desired and perceived customer service. Uses a model described by Parasuraman et al.

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Training for Quality

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