CHAPTER 19: SUCCESS CRITERIA
The structure and functioning of the USD determine the extent to which success factors can be met. Factors for a successful USD are related to good accessibility, accurate information, effective and efficient operation and the conviction among customers that they have been effectively helped.
After reading this chapter, the reader can identify factors that describe a successful USD.
19.1 Added value of the USD
The impact of a USD service depends in part on its interaction with customers. Often customers will actively participate in the service process and their experiences are in part determined by the interaction with those who provide services. The result is that often the enthusiasm or disappointment of customers ...
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