Browsing SINTEF Open by Author "von Zernichow, Roger"
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Customer Journey Heatmaps: a wake-up call
von Zernichow, Roger; Skjuve, Marita; Halvorsrud, Ragnhild (Chapter, 2018)A certain company experienced an increasing level of dissatisfaction among its customers with the service it provided, and disagreed internally about the root causes of the negative trend. This case study describes a ...