Abstract
Organizations should treat their Delighting Customers programmes as a product, market the information gathered and sell change at all levels. Therefore, to make change happen requires a frame of mind more akin to that of a marketeer or salesman than an inspector or researcher.
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© 1994 Peter Donovan and Timothy Samler
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Donovan, P., Samler, T. (1994). How to make it happen. In: Delighting Customers. Springer, Dordrecht. https://doi.org/10.1007/978-94-011-1206-2_4
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DOI: https://doi.org/10.1007/978-94-011-1206-2_4
Publisher Name: Springer, Dordrecht
Print ISBN: 978-94-010-4528-5
Online ISBN: 978-94-011-1206-2
eBook Packages: Springer Book Archive