Service Experience: Improving Through Service Redesign

Andajani, Erna (2014) Service Experience: Improving Through Service Redesign. In: Meneropong Pembangunan Ekonomi Indonesia. Fakultas Bisnis & Ekonomika Universitas Surabaya bekerjasama dengan Fordes Ekonomi ISEI Cabang Surabaya, Surabaya, pp. 243-258. ISBN 978-602-18660-2-3

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Companies are required to be able to innovate in order to win the competition. Companies can innovate through service redesign. Differentiated services that service redesign in five types, namely service redesign, among other selfservive, direct service.. pre-service, bundled services and phycical service. The redesign services aim to improve company performance and can affect the customer experience. Expected service redesign provides a memorable experience for the customer.

Item Type: Book Section
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Ester Sri W. 196039
Date Deposited: 12 Apr 2018 03:06
Last Modified: 02 Dec 2020 08:01

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