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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
47
4
People and Service: Customers
Service and the Customer
A service organization has two potential types of customer: rst-time buyers
and repeat customers. The organization has an initial opportunity to impress
rst-time buyers through the quality of service. If suitably impressed,
the customer may become a repeat customer. Repeat customers not only
demonstrate loyalty, but also often act as unpaid advocates of the organiza-
tion’s service. Repeat customers, by denition, use a service for a second or
subsequent time. They will have prior experience of the service quality of
this organization, but perhaps also of the service provided by its compet ...
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Publisher Resources

ISBN: 9781439840467