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What Role Do People Play in the Managing of Services

question 76

Essay

What role do people play in the managing of services? In answering the question, discuss the concept of customer experience management (CEM).


Definitions:

Desired Return

The profit or return that an investor or company aims to achieve on an investment or project.

Investment

The dedication of assets to achieve an increase in value over time, including purchases of securities, real estate, and other items with the expectation of generating future income or profit.

Target Costing

A pricing strategy where a product's selling price is determined first based on market conditions, and then the goal is to meet or come under this price through cost control and design efficiencies.

Minimum Return

The lowest acceptable rate of return on an investment that a person or company would consider worthwhile.

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