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B ORGANIZATIONAL BEHAVIOR - Human issues in service design Bz:130
Cook, Lori S., (2003)
Want to Perfect Your Company's Service? Use Behavioral Science - In any service encounter--from a simple pizza pickup to a complex, long-term consulting engagement-perception is reality. Provocative new research sheds light on the underlying psychology of service encounters: when time seems to fly and when it drags,for example, and what sorts of things stick in customers'memories. Five operating ...
Chase, Richard B., (2001)
Wie erlebt der Kunde Ihren Service?