個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Zero Defections: Quality Comes to Services
內容大綱
Companies that aim for "zero defections" (keeping every customer they can profitably serve) can make profits rise. Defection rates are both a measure of service quality and a guide for achieving it. By listening to the reasons why customers defect, managers know exactly where the company is falling short and where to direct their resources.