February 2014
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900 Reads
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77 Citations
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Citations (1)
... Technological enhancements equip firms with the capability to discern individual guests' needs and tailor services to meet their requirements (Zo 2003), thereby creating moments of truth (Löfgren 2005;Beaujean et al. 2006;Bitner and Wang 2014). Moments of truth can offer a more personalized and memorable experience for the guests, and they play a critical role in shaping customer experience and making guests engage in interactive encounters. ...
- Citing Chapter
February 2014