Browsing Research Articles (Graduate School of Technology Management (GSTM)) by Subject "Narratives"
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Browsing Research Articles (Graduate School of Technology Management (GSTM)) by Subject "Narratives"
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(Prof. Marthie Grobler, 2015)The client assumes centre stage in managing the services encounter, both in terms of service expectations and the service experience itself, aspects that in practice are complex to manage as they entail a human dimension of ...
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