Delivering 'real' customer relationships

Soumya Roy and Roger Sant

Roger Sant and Soumya Roy, Research International, argue for a new framework for conducting customer experience research – one that covers emotional as well as functional satisfactions.

Delivering 'real' customer relationships

Roger Sant Research InternationalSoumya Roy Research International

In service industries, companies are always talking about how customer-focused they are, and more recently about wanting to build relationships...

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