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A Closer Look (Service) Part I #177144

ABC Evening News for Monday, Nov 02, 1998
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(Studio: Peter Jennings) A closer look at the customers' view of service in the United States introduced. [Consumer Denise ETTINGER - says companies do not back up their products; shows appliances in her home that did not work.] [Texas A&M professor Leonard BERRY - comments on service as a quality of life issue.]

(New York: Juju Chang) The decline of customer service as cost cutting takes over, people want lower prices and the good economy makes it hard to find service personnel featured; details given of the case of air flight, where more passengers are squeezed in. [Business professor Klaus BERNELL, University of California at Los Angeles business school Dominique HANSSENS, pizza MAKER - comment on business.]

(Studio: Peter Jennings) Tomorrow's segment previewed.

Chang, Juju;
Jennings, Peter

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