Chase, Richard B.
Want to perfect your company's service? Use Behavioral Science
En: Harvard Business Review. -- Vol. 79, no. 6 (jun., 2001)

The next frontier in service management comes from the venerable field of behavioral science, where provocative psychological research sheds light on how customers feel when a company "touches" them. The take-away: five new operating principles

1. EMPRESAS; 2. ADMINISTRACION DE EMPRESAS; 3. SERVICIOS COMERCIALES; 4. CONSUMIDORES; 5. COMPORTAMIENTO DEL CONSUMIDOR; 6. METODOLOGIA; 7. ASPECTOS PSICOLOGICOS; 8. PSICOLOGIA I. Dasu, Sriram

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