An economic perspective of customer service predicts that if service is valued but freely offered, customers will demand more of it than they are willing to pay for. Many commercial firms attest that they are “customer focused” and seek to delight, not merely satisfy, customers. If their actions match their claims, can they do so profitably? In fact, maximizing customer satisfaction can be a recipe for unprofitable operations. On the other hand, some organizations identify efficient ways to provide services, thus keeping customer satisfaction high and service costs low.