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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by Richard Chase, Sriram Dasu

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ACKNOWLEDGMENTS

We owe a major debt of gratitude to researchers in the behavioral science disciplines of economics, psychology, and sociology. Most notable among these is Nobel Prize winner Daniel Kahneman whose studies of how individuals process information at the subconscious level opened up a whole new way for us to think about service design.

We are deeply indebted to the following executives who were kind enough to let us interview them about service management in their organizations: Paul Allman, personnel training consultant; Odmar Almeida; Agatha Areas, Rock in Rio; Dr. Michele Burnison, Cedars Sinai; Gamal Aziz and Corrine Clement, MGM Hospitality; Krishna Ganugapati; Derrick Hall and Josh Rawitch, Arizona Diamondbacks; Stefan Isser, ...

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