Customer service delivery for project goals: case study
JAMES G. SOMMERVILLE, Nigel Craig, Barbara Chomicka · ResearchOnline · 2010
The classical approach to relationships between service providers and their customers is about meeting promises and expectations, and trust. For example, contractual requirements, where fixed standards are to be reached; and, in the case of competence, trust and expectations of open commitment to each other i.e. ‘goodwill’. As more and more exchanges tend towards the longer term, the relationships between exchange parties evolve. The vision of the future increases the likelihood of successful cooperation and makes parties go that extra mile in providing excellent service.