In designing services and experiences, managers need to be concerned to ensure that all messages emanating from
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In designing services and experiences, managers need to be concerned to ensure that all messages emanating from all the clues designed into the service are consistent with the service concept and the desired emotions.
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Related Book For 
Service Operations Management Improving Service Delivery
ISBN: 9780273740483
4th Edition
Authors: Robert Johnston, Graham Clark, Michael Shulver
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