A better way to manage customer experience : lessons from the Royal Bank of Scotland
Stan Maklan, Paolo Antonetti, and Steve Whitty
| Year of publication: |
2017
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|---|---|
| Authors: | Maklan, Stan ; Antonetti, Paolo ; Whitty, Steve |
| Published in: |
California management review. - Thousand Oaks, CA : Sage Publishing on behalf of The University of California Press, ISSN 0008-1256, ZDB-ID 222930-4. - Vol. 59.2017, 2, p. 92-115
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| Subject: | customer relations | marketing | customer service | service industries | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungssektor | Service industry | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Bank | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0008125617695285 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011697214