Caterpillar technicians were not fully knowledgeable on company communications with the customer when they performed a service for the customer the technician would not express any additional maintenance actions that they thought to be necessary as preventative measures (Zeithaml, Bitner, & Gremler, 2013 p
Caterpillar technicians were not fully knowledgeable on company communications with the customer when they performed a service for the customer the technician would not express any additional maintenance actions that they thought to be necessary as preventative measures (Zeithaml, Bitner, & Gremler, 2013 p