Ustomer Service Excellence Literature Review

Please see assignment brief.

Further information from lecturer:-
What are the experts saying about subject?
How important is Customer service excellence”?
Has to be credible sources ie text books, journals, good newspaper articles (times, observer & mail) and only good internet articles ie bbc news etc.
Dont go back too far, as a rule 12 months.
Discuss and evaluate
Review the literature
Balance the information
Not a summary of other peoples work
Look at it as though you have all the experts in one room having a large discussion
Well structured ie introduction, headed, flowing document and not a report

Text books for subject are priciples of marketing 5th edition (pearson)
Please see assignment brief attached