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Doubt is not a pleasant condition, but certainty is an absurd one.

JULY 14, 2001

Improved customer service: lessons from behavioural sciences

The June 2001 issue of Harvard Business Review proposes an interesting analysis of results from behavioural sciences studies used to improve customer service. The article is entitled "Want to Perfect Your Company's Service? Use Behavioral Science". The authors, Richard B. Chase and Sriram Dasu, translate findings from behavioral-science research into five operating principles.Interesting read for those interested in customer satisfaction management.

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Benoît Gauthier : gauthier@circum.com, @BGauthierCEEQ
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