LIBROS DEL AUTOR: luuk simons

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  • Multi-channel Service Design
    Luuk Simons
    An ancient Chinese text already shows an impassioned plea for customer oriented service as a way to develop customer relations and guarantee future business. This is similar to recent Customer Relationship Management literature which describes service encounters as ’the moments of truth’ in which service providers can make or break future customer value. Still, inside large fir...
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