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James H. Gilmore, B. Joseph, II Pine
The authors list the five factors that most directly influence customer perceptions: the operational essence of the enterprise, the nature of its offerings, the effects of the organization's heritage, its sense of purpose and its demonstrable body of values.
| Publisher | Harvard Business School Press |
|---|---|
| Pages | 288 |
| Format | Hardcover |
| Search language | simple |
| ISBN_10 | 1-591-39145-8 primary |
| ISBN_13 | 978-1-591-39145-6 primary |
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