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Customer Participation In Service Specification And Delivery

Volume: 10, Issue: 2, Pages: 90 - 90
Published: Sep 23, 2011
Abstract
The fact that customers participate in the specification and delivery of the services they seek represents an important potential point of potential leverage for services providers as the nature and intensity of customer participation is within their ability to manage. Important questions, however, need to be raised and resolved. Does increased customer participation result in higher perceptions of quality and satisfaction or in greater...
Paper Details
Title
Customer Participation In Service Specification And Delivery
Published Date
Sep 23, 2011
Volume
10
Issue
2
Pages
90 - 90
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