Browsing BI Open by Author "Tse, David K."

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Small details that make big differences: a radical approach to consumption experience as a firm’s differentiating strategy

Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, Janet; Sirianni, Nancy J.; Tse, David K. (Journal article; Peer reviewed, 2014)

Purpose – Service organizations and marketers have focused too much of their energy on their core service’s performance and too little emphasis on designing a customer journey that enhances the entire customer experience. ...