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- W2000875204 abstract "There are few organisations that provide world-class customer service and even fewer that provide world-class self-service. There is little doubt that the future will see more organisations focusing on self-service, least of all because of the potential to slow down or stop the ever-spiralling costs of service provision. This paper explores a potential set of self-service objectives and strategies for an organisation. It then looks at some of the key components that need to be in place for effective delivery of self-service." @default.
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- W2000875204 date "2007-01-01" @default.
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- W2000875204 title "Self-service delivery and the growing roles of channels" @default.
- W2000875204 doi "https://doi.org/10.1057/palgrave.dbm.3250046" @default.
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