The service concept needs to be agreed and specifi ed. This alone is often a useful exercise

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The service concept needs to be agreed and specifi ed. This alone is often a useful exercise to gain agreement between the employees on the nature of their service and the experience and emotions they want to provide (see Chapter 3 ).

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Service Operations Management Improving Service Delivery

ISBN: 9780273740483

4th Edition

Authors: Robert Johnston, Graham Clark, Michael Shulver

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