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Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency…
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This book reveals how 'double-voicing' is an inherent and routine part of spoken interactions within institutional contexts. Baxter's research shows that women use double-voicing more than men as a means of gaining acceptance and approval in the workplace.…
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Digital Advertising offers a detailed and current overview of the field that draws on current research and practice by introducing key concepts, models, theories, evaluation practices, conflicts, and issues. With a balance of theory and practice, this book helps…