impact of competition on utility customer service
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impact of competition on utility customer service informational hearing of the Assembly Utilities and Commerce Committee, Museum of Science and Industry, 700 State Drive, Los Angeles, California, October 22, 1991 by California. Legislature. Assembly. Committee on Utilities and Commerce.

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Published by The Committee, Additional copies from Assembly Publications Office in Sacramento, Calif .
Written in English

Subjects:

Places:

  • California,
  • California.

Subjects:

  • Southern California Gas Company.,
  • Gas industry -- California -- Customer services.,
  • Competition -- California.

Book details:

Edition Notes

Statementchairwoman, Gwen Moore.
Classifications
LC ClassificationsKFC10.4 .U8 1991b
The Physical Object
Paginationv, 271 p. :
Number of Pages271
ID Numbers
Open LibraryOL1048783M
LC Control Number93621553

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  ience, store service and sales activities as the four components of store image, and they all im pact customer sa- tisfaction directly [26]. Chitty et al. () also empirically proved t he. In their book ‘The Service Profit Chain’, Heskett, Sasser and Schlesinger argue that a rating of 9 or 10 out of 10 is required on most of the key issues that drive the buying decision. If suppliers fail to achieve such high ratings, customers show indifference and will shop elsewhere. There’s more to customer satisfaction than customer service. The most pleasant experience with a person can’t make up for bad food, faulty products, or shipping delays. There are several factors – 10 of which are outlined here – that influence a customer’s decision to return or move on. Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: As the competition increases banks begin to offer the quality of service and customer satisfaction is an obligation. This is no exception for Pakistani banks, where customer satisfaction is potentially an effective tool.