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L9R2. Kolesar et al, "Creating Customer Value Through Industrialized Intimacy", Strategy and Business, 1998

Fri, 07/10/2009 - 22:41 — admin

Guide Questions

  • What are the two extremes of the service paradigm?
  • How can a balance between the two extremes be reached?
  • What are the seven key principles that should be followed to maintain customer intimacy while attaining industrial efficiency? 
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