Browsing Research Articles (Graduate School of Technology Management (GSTM)) by Subject "Service encounter"
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Browsing Research Articles (Graduate School of Technology Management (GSTM)) by Subject "Service encounter"
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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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