Service Encounter Analysis Based on Customer Retrospection

Per Echeverri
Additional contact information
Per Echeverri: Service Research Center, Karlstad University, Sweden

Chapter 10 in Involving Customers in New Service Development, 2006, pp 187-208 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractThe following sections are included:IntroductionExperiences from Different Service OrganizationsThrough Situational Retrospection Customers Identify Dramaturgical AspectsDramatizing the MundaneSituational Retrospection as a Path to Issues Beyond PerceptionImplications for Supporting StructuresTo Develop the Business through Internal Mutual CommunicationTo Communicate Norms for Good Customer TreatmentConcluding RemarksReferences

Keywords: Customer Involvement; User Involvement; Service Development; Product Development; Innovation; Understanding Customers (search for similar items in EconPapers)
Date: 2006
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.worldscientific.com/doi/pdf/10.1142/9781860948893_0010 (application/pdf)
https://www.worldscientific.com/doi/abs/10.1142/9781860948893_0010 (text/html)
Ebook Access is available upon purchase.

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:wsi:wschap:9781860948893_0010

Ordering information: This item can be ordered from

Access Statistics for this chapter

More chapters in World Scientific Book Chapters from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().