The customer-service life cycle: a framework for improving customer service through information technology
Cornell Hotel and Restaurant Administration QuarterlyPublished 1 June 2001
Gabriele Piccoli
Citations59
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Abstract
Abstract By thinking of customers' use of a product or service as a cycle, hospitality organizations can use the internet and IT to offer better service and create a stronger relationship each step of the way.
Keywords
Social SciencesDecision SciencesBusiness, Management and Accounting
The Columbia Journal of World BusinessJumping into the customer's activity cycle
49 Citations1993Sandra Vandermerwe