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Breaking the Trade-Off Between Efficiency and Service (Spanish version)

Reference: HBS-R0611E
Year: 1988
Number of pages: 10
Geographic Setting: Virginia
Publication Date: Aug 1, 2007
Source: HBSP (USA)
Type of Document: Article
Industry Setting: Professional, scientific & technical services

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Description

diagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.

Keywords

Customer attitudes Customer relationship management Customer retention Customer service Operations and processes Service management