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Mapping Out the Service Experience

A​‌‍‍‍‌‍‍‌‍‌‌‍‍‍‌‍‌‌‌‍​ccording to Gibbons (2017), designing a service requires the provider to identify the touchpoints that create a customer’s journey — or rather the “experience of the user.” One tool managers use to understand the customer journey is a service...
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