Customer Service as a Journey

2 Pages Posted: 17 Aug 2011

Date Written: May 16, 2011


Client loyalty is often not tied to the actual product or service, but rather to how the client is treated when receiving the product or service.Those of us who travel a lot for business purchase flights according to our main priority: getting where we need to go reliably. From a business perspective, the actual transportation is the only thing that matters, yet which carrier we choose depends upon much more than that. We expect safe and timely service, but we want preferential treatment, and we’ll go with whichever company is likely to provide both.

Keywords: Distinction, customer service, loyalty

Suggested Citation

Dandrea, Ralph J., Customer Service as a Journey (May 16, 2011). Available at SSRN: or

Ralph J. Dandrea (Contact Author)

ITX Corp. ( email )

1169 Pittsford-Victor Road
Suite 100
Pittsford, NY 14534
United States
585-899-4888 (Phone)
646-349-2651 (Fax)


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