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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