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Beyond customer satisfaction. Supporting organisational change through Service Design. A case study in the insurance industry
(Taylor & Francis, 2017)
Insurance companies are in the midst of massive disruptive change occurring as a result of new consumption models and technologies. Companies unable to keep up with the rapid pace of change run the risk of disappearing. ...
A Framework For Product Design Based On Semantic Attribution Process
(Taylor & Francis, 2017)
Existing brands already have certain products that generate a particular experience in customer minds. Every time a customer’s interacts with of brand’s products and related touchpoints, the customer form an idea about the ...