Academy of Management Perspectives

Academy of Management Perspectives

4.11 - 1251 ratings - Source

The more important, variable, complex, and personal the service, the more detective work customers are likely to do as they sense ... Hospital patients, for example, can be expected to be quite detective-like if they are alert. ... By definition, a good customer experience is good customer service; the experience is the service.

Title:Academy of Management Perspectives
Publisher: - 2006


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