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Focusing on the relationship between customer expectations and perceived service quality, the book provides a framework for managers to assess and understand these expectations. It emphasizes the importance of building a branded service culture that consistently surpasses what customers anticipate, thereby enhancing their overall experience.
Acquisto del libro
Brand Manners: How to Create the Self-Confident Organisation to Live the Brand, Hamish Pringle, William Gordon
- Lingua
- Pubblicato
- 2001
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- (Copertina rigida)
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