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Wired and Dangerous
book

Wired and Dangerous

by Chip R. Bell, John R. Patterson
May 2011
Intermediate to advanced content levelIntermediate to advanced
224 pages
5h 58m
English
Berrett-Koehler Publishers
Content preview from Wired and Dangerous

CHAPTER 11Congruence How to Get the Service Setting in Balance

Service “interior decorator” is a role every service providing organization should have. Businesses hire interior decorators to beautify their corporate headquarters. These professionals select the right paintings, the correct color for carpet and walls, the proper plants, and the best lighting to accentuate it all. But, who decorates the service experience in a fashion that brings tranquility to a customer?

A service experience is obviously far more than the customer’s interaction with people, products and processes. Harvard Business Review defines it as: “ … the internal and subjective response customers have to any direct or indirect contact with a company. It is all the details ...

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Publisher Resources

ISBN: 9781605099767