The document discusses strategies for developing a strong customer service culture within an organization. It emphasizes that customer service quality depends on frontline employees and describes key aspects of an effective customer service strategy, including infrastructure, culture, segmentation, and empowering employees to meet customer needs. Creating a service-oriented culture where customers are the top priority is vital for success.

1. “ Managers do not control the quality of the product when the product is a service . . . . The quality of the service is in a precarious state – it is in the hands of the service workers who ‘produce’ and deliver it.” -Karl Albrecht

2. The strategy for developing a customer service framework Customer Care Week Four

5. Five key components of a strategy

20. When identifying consumption behaviour, ask the following:

29. Psychographic information:

32. Factors Influencing Consumer Behaviour © 2006 Pearson Education, Inc. Marketing for Hospitality and Tourism, 4th edition Upper Saddle River, NJ 07458 Kotler, Bowen, and Makens