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Making routine customer experiences fun

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      <subfield code="a">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</subfield>
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      <subfield code="g">nº 1,Vol. 45, Fall 2003 ; p. 93-95</subfield>
      <subfield code="t">Sloan Management Review</subfield>
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