Service Quality: An Investigation of Customer Care in Major UK Organisations

A research initiative, focused on quality customer care in service organisation and recently completed in the Financial Services Research Centre, is presented. Empirical data was collected from a number of major UK companies financial services, retailing and leisure and the findings which are summarised here relate to three elements of the project: an investigation of the nature and extent of customer care programmes, an assessment of consumer expectations of service quality and the perceptions of service received, and an evaluation of employees′ perspective on the provision of service quality within their organisations.