Emotional Engineering: Service Development

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In an age of increasing complexity, diversification and change, customers expect individually tailored services. This book shows how to satisfy and manage their expectations throughout the product life cycle, if producers focus their attention more on emotion.

Emotional Engineering: Service Development 2014, Springer, London

ISBN-13: 9781447157144

2011 edition

Trade paperback

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Emotional Engineering: Service Development 2010, Springer

ISBN-13: 9781849964227

Hardcover

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