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Making routine customer experiences fun

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<title>Making routine customer experiences fun</title>
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<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080051464">
<namePart>Morgan, Ivor</namePart>
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<namePart>Rao, Jay</namePart>
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<dateIssued encoding="marc">2003</dateIssued>
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<abstract>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</abstract>
<note type="statement of responsibility">Ivor Morgan and Jay Rao</note>
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<topic>Casos prácticos</topic>
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<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
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<topic>Ventaja competitiva</topic>
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<title>Sloan Management Review</title>
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<text>nº 1,Vol. 45, Fall 2003 ; p. 93-95</text>
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