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Tag Archives: Services
360° equity: the new holy grail of customer experience management?
“Treat your employees fairly, so they will treat your customers fairly, and this will be more profitable for everyone.” It is the new mantra of service management that researchers Volker Kuppelwieser, Phil Klaus, Yeruda Baruch and Aikaterini Manthiou advocate for … Continue reading
Posted in Services
Tagged customers, employee, fairness, psychological contract, relationship marketing, Services
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Productive customers vs delighted customers: what should we really expect from customer trainings?
Encouraging customers to co-produce a service: is it a fundamental trend? Scanning items in supermarkets on their own, consulting bank accounts online on their own, assembling furniture bought as a kit on their own or even downloading boarding pass on … Continue reading
Posted in Divers, Retailing, Services
Tagged Client, co-production, customer, productivity, satisfaction, Services
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