Poor customer service leads to loss of customers
Professor Tor W. Andreassen and associate professor Line Lervik Olsen of BI Norwegian School of Management have carried out a broad-ranging study of 899 bank customers to see how good and bad customer service affects the customerâ€™s opinion of his/her bank.
Their findings were published in a research article in the international scientific journal Managing Service Quality. This article earned Andreassen and Olsen the research award â€MSQ 2008 Highly Commended Paper Awardâ€.
They got an award for stating the blindingly obvious?