<i>Managing the Evidence</i> in SERVICE BUSINESSES
Design Management Journal (Former Series)Published 1 January 1992
Leonard L. Berry, Kathleen Seiders
Citations5
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Abstract
DESIGN IS CRUCIAL in the marketing of services. Leonard Berry and Kathleen Seiders enumerate the designed elements that make services tangible and explain how they can be exploited to shape first impressions, manage trust, change images, provide sensory stimulation, and share an organization's culture with employees and customers.
Keywords
Business, Management and Accounting
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