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Marketing Science, Vol.28, No.1, 2000, pp.138∼149.
Bowen, D.E. & E.E.Lawler III, "Empowering Service Employees", Sloon Management Review, Summer, 1995, pp.73∼83.
Gutak, B.A, The Dynamics of Service : reflections on the changing nature of customer / provider interations 1st ed., Jossey-Bass Inc, 199
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price centered policy. Moreover, it is necessary to create perceived value added onto the quality, design, and differentiated service concerning the product that is to be provided to the market, and it is also necessary to minimize the supplementary cost.
As for the servicing process attributes, gol
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