ESSAY - Managing the Total Customer Experience - Offering products or services alone is no longer enough: Organizations must provide their customers with satisfactory experiences. Competing on this dimension means orchestrating all the "clues" that people detect in the buying process.
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|Authors:||Berry, Leonard L. ; Carbone, Lewis P. ; Haeckel, Stephan H.|
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 43.2002, 3, p. 85-90
Haeckel, Stephan H., (2003)
Berry, Leonard L., (2006)
Carbone, Lewis P., (2003)
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