Delight or defection: the pivotal role of people at the retailer inside the customer experience

In the car manufacturing industry, boosting unit sales and market share hinges on getting end users to value the actual sales interaction and customer service.

Delight or defection: the pivotal role of people at the retailer inside the customer experience

Jörg Höhnery and Charles KirkMaritz Research, United Kingdom

INTRODUCTION

Despite clear demands for better service, customers report almost no improvement...

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