Back to matchesWe found a matchYour institution may have access to this item. Find your institution then sign in to continue.TitleTurn customer service into customer profitability.AuthorsWayland, Robert E.; Cole, Paul M.AbstractDiscusses factors which could turn customer service into a source of profitability. Acquisition of customers; Customer development; Customer retention. INSETS: Briefcase (source of sales of firms).;Workbook (customer franchise service management)..SubjectsCUSTOMER services; BUSINESS financePublicationManagement Review, 1994, Vol 83, Issue 7, p22ISSN0025-1895Publication typeArticle