Abstract
Management guru Peter Drucker once said, “[only] what gets measured, gets managed.” As we could clearly document, this applies in particular to the challenges firms face in measuring their customers’ experience and its impact on the firm’s...
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CITATION STYLE
APA
Klaus, P. (2015). The Devil Is in the Details – Only What Get Measured Gets Managed. In Measuring Customer Experience (pp. 81–101). Palgrave Macmillan UK. https://doi.org/10.1057/9781137375469_7
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