LIBROS DEL AUTOR: byron keating

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  • Multichannel Service Relationships
    Byron Keating
    The emergence of multichannel service delivery has important implications for the management of service relationships. The research presented in this book probes the nature of multichannel service relationships by examining how the drivers of good service and customer loyalty vary between the online and offline channels. The research confirms that customer-relationship manage...
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    97,16 €