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Keywords: Customer contact
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (6): 1061–1069.
Published: 17 March 2020
...Scott E. Sampson; Richard B. Chase Purpose The customer contact approach to service has been at the core of service theory since the 1970s. It suggests that the potential operating efficiency of a service is inversely related to the extent of customer contact with the provider's operations...
