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Erschienen in:
1999 | OriginalPaper | Buchkapitel
Keeping Customers for Life — Designing Services that Delight Customers
verfasst von : Rohit Ramaswamy
Erschienen in: Dienstleistungen — Innovation für Wachstum und Beschäftigung
Verlag: Gabler Verlag
Enthalten in: Professional Book Archive
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The object of this paper is to illustrate how to use a systematic methodology to develop successful services that consistently and reliably satisfy customers. The popular service quality literature has traditionally emphasized the intangible and unmeasurable nature of services, and stories have been told and retold about exemplary service being delivered through the heroic efforts of individuals. This paradigm emphasizes the delivery aspects of the service over the planning aspects.