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5 questions
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- 1. Open-ended3 minutes5 pts
Is the management of customer experience only something for a limited number of firms in highly hedonic environments such as hospitality, high-end retail and luxury goods? Or is it something that all firms need to manage, even if they operate in low-involvement, utility-type service environments?
- 2. Open-ended3 minutes5 pts
Why is customer experience important for companies?
- 3. Open-ended3 minutes5 pts
What are the three core concepts that are associated with customer experience management and what are the meaning of them?
- 4. Open-ended3 minutes5 pts
What, if anything, are the differences between service quality and customer experience?
- 5. Open-ended3 minutes5 pts
Identify and exemplify two data sources that companies can use to improve their insight into redesigning customer experience?
