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Title: Consumerism And Customer Service
Author: Sally Mann
Source: American Gas Association 1982
Year Published: 1982
Abstract: In this paper I will present a consumer advocates view of the gas service industry. 1 like to think I bring a balanced perspective to this subject, having been in the gas industry for nearly 20 years and a practicing consumer a few years longer than Im wilHng to admit. You may not know that consumer affairs practitioners in business are somewhat suspect. Consumers feel we must be partial to the corporations which pay us, and our corporate colleagues often feel we are overly influenced by our consumer constituency. Its critical to maintain a balanced view and to be able to see and understand all the angles of any particular issue and to be responsive to bolh these groups.

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