The effect of organization, multi-channels and moments of contact on the customer experience

Colin Shaw and John Ivens

Chapter 4 in Building Great Customer Experiences, 2002, pp 63-85 from Palgrave Macmillan

Abstract: Abstract From 1831 to 1836 Darwin served as a naturalist aboard the HMS Beagle, which was on a British science expedition around the world. In South America Darwin found fossils of extinct animals that were similar to modern species. In the Galapagos Islands in the Pacific Ocean he noticed many variations among plants and animals of the same general type as those in South America and other parts of the world. Upon his return to London, using his notes and specimens, Darwin developed several related theories: one, evolution did occur; two, evolutionary change was gradual, requiring thousands to millions of years; three, the primary mechanism for evolution was a process called natural selection; and four, the millions of species alive today arose from a single original life form through a branching process called ‘specialization.’ 1

Keywords: Business Model; Call Centre; Customer Relationship Management; Business Unit; Account Manager (search for similar items in EconPapers)
Date: 2002
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-55471-9_4

Ordering information: This item can be ordered from
http://www.palgrave.com/9780230554719

DOI: 10.1057/9780230554719_4

Access Statistics for this chapter

More chapters in Palgrave Macmillan Books from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().