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Issue Season

Summer

Document Type

Research Article

Author Bio(s)

Dr. Stanley Bazan currently teaches small business management, strategic management, and organizational behavior at Western Connecticut State University. He holds a BSBA from Western New England College and an MBA and Ph.D. in management from the University of Connecticut. Dr. Bazan is an active member of the Eastern Academy of Management and serves on the board of directors of the New England Business Administration Association.

Abstract

This article examines how excellence in customer service and satisfaction can be a major source of competitive advantage and profits for small businesses. The costs and causes of poor service and satisfaction are discussed and special emphasis is given to the value of the lifelong customer. Methods to pursue the goal of completely satisfying customers 100 percent of the time are examined. Leadership, aggressive problem solving, problem-solving teams, and assessment of customer service are among the topics reviewed.