Business Perspectives

Quarterly magazine provides new and analysis of global, national and regional economies. It also covers topics of interest to business, education and government communities.

Articles from Vol. 12, No. 4, Summer

Auto Zone's Service Obsession
Almost anyone can build a retail environment and stock car parts on shelves, but no one has been able to match our dedication to and innovation in customer service in the automotive after market. When AutoZone, known at the time as Auto Shack, sold...
Customer Service and the Wilson School of Hospitality and Resort Management
Hospitality: It's More Than Just a Smile--It's a Business Skill How many of the following have you seen or experienced in your travels? * You pull up at what is supposed to be a first-class hotel, and nobody is there to help you with your bags....
Extraordinary Customer Service Management: THE CRITICAL SUCCESS FACTORS
Customers are more Knowledgeable and demanding than ever before. To ensure that an organization can meet new challenges, the entire organization should be "customer-centered," a shift from the more traditional "process-centered." Making this shift...
George Alvord on Customer Service
Gate Gourmet (formerly Dobbs International Services, Inc.) is the leader in the airline catering industry. It is a fully-owned subsidiary of SAirRelations, the catering, travel retail, and hotel division of the SAirGroup, which also owns Swissair....
How to Make Your Guests Happy
Who better to write about customer service than the man who literally defined the concept? Kemmons Wilson shares his ideas about customer service and why he wanted to establish training for the hospitality industry at The University of Memphis. ...
On-Line Customer Care
Jupiter Communications predicts that by the year 2004, on-line consumer shopping will reach $184 billion. In 1999, 4.8 million shoppers requested customer service assistance while shopping on-line. [1] With statistics like these, companies are scrambling...
Think Small One Customer at a Time. One Associate at a Time
What's the World's Largest Retailer's Customer Service Secret? One Customer at a Time. One Associate at a Time. Most companies like to brag, "We think big." Wal-Mart thinks just the opposite. It says, "We think small." As company founder...
What Is Customer Service?
What is customer service? To some, it is to have their drink glasses promptly refilled by the wait staff without asking, while to others it is to be left completely alone during a meal. Good customer service can be that friendly smile or general attitude...