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Keywords: Customer charters
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Journal Articles
Journal:
Journal of Business Strategy
Journal of Business Strategy (2013) 34 (6): 11–18.
Published: 28 October 2013
...Rod McColl Purpose – This paper aims to describe the experiences of Australian general insurer AAMI, the first private company to offer a customer charter and draw a comparison between service guarantees and customer charters. The paper also proposes a decision-support framework...
