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Keywords: Focal product experience
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2012) 23 (1): 54–78.
Published: 09 March 2012
... influence Focal product experience Product‐norm experience The introduction of SSTs has dramatically changed the way in which service companies interact with customers. The traditional “high‐touch and low‐tech” personal encounters have now been supplemented by the “high‐tech and low‐touch...
