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Chase, Richard B., and Sriram Dasu. “Want to Perfect Your Company’s Service? Use Behavioral Science.” Harvard Business Review OnPoint Enhanced Edition, June 2001.
It may seem as if the topic of service management has been exhausted. Legions of scholars and practitioners have applied queuing theory to bank lines, measured response times to the millisecond, and created cults around “delighting the customer.” But practitioners haven’t carefully considered the underlying psychology of service encounters—the feelings that customers experience during these encounters, feelings often so subtle they probably couldn’t be put into words. Fortunately, behavioral science offers new insights into better service management. In this ...
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