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Service costing : coping with dysfunctional customer behavior / by Mischa Seiter and Christian Gille

By: Seiter, Mischa.
Contributor(s): Gille, Christian.
Series: Cost Management.Publisher: USA, Warren Gorham & Lamont/RIA Group, Edition: 26 (4), July/August 2012.Description: 5-12.Subject(s): Costing | Customer service | Customer relationships | BehaviourSummary: Asserts that due to the increasing trend for customers to contract for services instead of purchasing products, it is important for companies to understand that the effort required to maintain those contracts should not be infinite. Presents a framework of excessive customer demands or client dysfunctional behaviour in the context of industrial services, and provides a basis for active cost management in this area.
Item type Home library Call number Status Date due Barcode Item reserves
Article Article New Zealand
Available CA005201
Total reserves: 0

Asserts that due to the increasing trend for customers to contract for services instead of purchasing products, it is important for companies to understand that the effort required to maintain those contracts should not be infinite. Presents a framework of excessive customer demands or client dysfunctional behaviour in the context of industrial services, and provides a basis for active cost management in this area.

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