{"title":"美国残疾人法案(ADA)对客户关系的影响","authors":"C. Swift, J. Wayland, Robert F. Wayland","doi":"10.1300/J127V03N04_07","DOIUrl":null,"url":null,"abstract":"Abstract The passage of the ADA has created sweeping changes for many companies. In addition to providing accommodation for disabled employees and customers, companies are learning how to deal with the disabled. This paper presents guidelines for salespersons who are likely to encounter disabled customers more frequently in the future. Suggestions for managing disabled customer relationships are made.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"38 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"The Impact of the Americans with Disabilities Act (ADA) on Customer Relationships\",\"authors\":\"C. Swift, J. Wayland, Robert F. Wayland\",\"doi\":\"10.1300/J127V03N04_07\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstract The passage of the ADA has created sweeping changes for many companies. In addition to providing accommodation for disabled employees and customers, companies are learning how to deal with the disabled. This paper presents guidelines for salespersons who are likely to encounter disabled customers more frequently in the future. Suggestions for managing disabled customer relationships are made.\",\"PeriodicalId\":109742,\"journal\":{\"name\":\"Journal of Customer Service in Marketing and Management\",\"volume\":\"38 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"1997-03-28\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Customer Service in Marketing and Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1300/J127V03N04_07\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Customer Service in Marketing and Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1300/J127V03N04_07","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
The Impact of the Americans with Disabilities Act (ADA) on Customer Relationships
Abstract The passage of the ADA has created sweeping changes for many companies. In addition to providing accommodation for disabled employees and customers, companies are learning how to deal with the disabled. This paper presents guidelines for salespersons who are likely to encounter disabled customers more frequently in the future. Suggestions for managing disabled customer relationships are made.
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