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Keywords: Capability theory
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2021) 32 (3): 315–345.
Published: 25 June 2020
... experience management Scale development Experience capability Capability theory Service systems are faced with the challenge of high customer-induced variety (Frei, 2007). This necessitates an ability to respond to customer requests (and undertake response action) outside of the normal operating...
