Customer Service: Does Family Ownership Make a Difference?
探讨家族所有制是否有助于缩小客户服务政策与实际体验之间的差距，提出家族所有权可能促进更积极的客户服务互动。
Customer service policies that prescribe positive thoughts about the customer and aspirations of providing the best service possible are fairly common. Yet the experience of many customers is far different from what is presented as company policy. Where does the discrepancy between policy and performance lie? This article proposes that family ownership plays a role in the creation of positive customer service interactions.