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:

Cenozoic Era

Span of geologic time extending from 66 mya to the present; marked by diversification of mammals, birds, insects, and flowering plants. Divided into Paleogene (66–23 mya), Neogene (23–2.6 mya), and Quaternary (2.6 mya to present) periods.

Chemical Evolution

The gradual process by which simple chemical compounds give rise to more complex molecules, eventually leading to the emergence of life.

Brachiate Primates

Primates that move by swinging with their arms from one handhold to another, also known as brachiation.

Gibbons

A group of primates known for their ability to brachiate and their distinctive whooping calls. They are smaller than great apes and live in the forests of Southeast Asia.