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Customer experience is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. [1] [2] [3]
In Search of Excellence is a book written by Tom Peters and Robert H. Waterman Jr. First published in 1982, it sold three million copies in its first four years, and was the most widely held monograph in the United States from 1989 to 2006. [1] The book explores the art and science of management used by several companies in the 1980s.
Customer support. Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9] These services may even be provided at the place in which the ...
978-1-5011-1541-7. Exceptional: Why the World Needs a Powerful America is a 2015 book on American foreign policy co-authored by Dick Cheney, who served as the 46th Vice President of the United States from 2001 to 2009, and his daughter, Liz Cheney, a former official of the United States Department of State. The book offers a vehement criticism ...
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Service recovery paradox. The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a ...
Books. Gianforte, Greg; and Gibson, Marcus (2005). Bootstrapping your business: start and grow a successful company with almost no money. Adams Media. Gianforte, Greg (2008). Eight to great : eight steps to delivering an exceptional customer experience. self-published. Gianforte, Greg (2012).
Christopher Lovelock. Christopher Lovelock (12 July 1940 – 24 February 2008) was born in the town of Saltash, Cornwall in the United Kingdom. He was best known as a pioneer in the field of Services Marketing among other titles such as author, professor, and consultant. Lovelock was also known for his excellent case studies .
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