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 ...
| Year of publication: |
2001
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|---|---|
| Authors: | Chase, Richard B. ; Dasu, Sriram |
| Published in: |
Harvard business review : HBR. - Boston, Mass : Harvard Business School Publ. Corp, ISSN 0017-8012, ZDB-ID 23826. - Vol. 79.2001, 6, p. 78-85
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