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    A Better Way to Manage Customer Experience: Lessons from the Royal Bank of Scotland 
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    A Better Way to Manage Customer Experience: Lessons from the Royal Bank of Scotland

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    Accepted (1.655Mb)
    Volume
    59
    Pagination
    92 - 115
    DOI
    10.1177/0008125617695285
    Journal
    CALIFORNIA MANAGEMENT REVIEW
    Issue
    2
    ISSN
    0008-1256
    Metadata
    Show full item record
    Authors
    Maklan, S; Antonetti, P; Whitty, S
    URI
    http://qmro.qmul.ac.uk/xmlui/handle/123456789/13834
    Collections
    • School of Business and Management [688]
    Licence information
    This is a pre-copyedited, author-produced version of an article accepted for publication in California Management Review following peer review. The version of record is available http://journals.sagepub.com/doi/10.1177/0008125617695285
    Copyright statements
    Copyright © 2017 by The Regents of the University of California
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