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Designing and Executing Memorable Service Experiences: Lights, Camera, Experiment, Integrate, Action!
內容大綱
Designing services that deliver memorable personal experiences is a science and an art that is poorly understood. Borrowing from the masters of managing performances, the theatre industry, the authors examine the process for staging plays. Based on their study, the authors draw inferences that can help service experience managers create more memorable face-to-face service encounters. Illustrates seven steps managers should follow to ensure service experience success.