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Serving unfair customers
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DOI：10.1016/j.bushor.2007.09.002.png)
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Companies commonly adopt the customer is always right maxim as a basic premise for delivering quality service. A close examination of customer behavior, however, reveals that customers can be not only wrong but also blatantly unjust. Unfair customers take advantage of being always right by demanding unwarranted privileges and compensation, adversely affecting companies and, in some cases, employees and other customers. Companies can actually strengthen their ability to deliver quality service by dealing effectively with unfair customers. (C) 2007 Kelley School of Business, Indiana University. All rights reserved.
Keyword:
Customer service
Unfair customers
Demanding customers
Fairness
Service excellence
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