Centro de Documentacion de Fundación MAPFRE - Making routine customer experiences fun

MAP20071504623

Making routine customer experiences fun / Ivor Morgan and Jay Rao

Businesses are increasingly trying to enhance customers' experiences, but that's not easy when dealing with scenarios that are inherently routine. The authors relate how three companies have been successful at injecting fun into seemingly neutral environments

En: Sloan Management Review. - Boston. - nº 1,Vol. 45, Fall 2003 ; p. 93-95

1. Estrategia empresarial . 2. Innovación empresarial . 3. Satisfacción laboral . 4. Motivación . 5. Casos prácticos . 6. Servicio al cliente . 7. Ventaja competitiva . I. Rao, Jay . II. Title.