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).

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Definitions:

Civil Disobedience

A form of protest where individuals refuse to obey certain laws, demands, or commands of a government or occupying power, usually on moral or ethical grounds.

Firmness of Truth

This term is conceptual and refers to the unwavering quality or state of being true and constant in beliefs or assertions.

Tribal Members

Individuals who belong to a tribe, a social group existing before the development of, or outside of, states, often defined by kinship or clan relationships.

Commonalities

Features or characteristics that are shared by two or more entities, highlighting similarities among them.