Designing and Executing Memorable Service Experiences: Lights Camera Experiment Integrate Action Harvard Case Solution & Analysis

Design services that provide an unforgettable personal experience is the science and art, which is poorly understood. Borrowing from the master control performances, the theater industry, the authors examine the process of production of the play. Based on their research, the authors conclude that can help managers create a service experience more memorable face-to-face meetings service. Illustrates the seven steps that managers should follow to ensure the success of operating experience. "Hide
on F. Ian Stuart Source: Business Horizons 11 pages. Publication Date: March 15, 2006. Prod. #: BH191-PDF-ENG

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