Browsing Artikuluak-Ingeniaritza by Author "a203f665cf65558173b241943b4e212a"
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Beyond customer satisfaction. Supporting organisational change through Service Design. A case study in the insurance industry
Iriarte, Ion; Justel Lozano, Daniel; Alberdi Álvaro, Alazne; Urrutia Bea, Elisabeth (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. ...