Titlebook: Exploring Services Science; First International Jean-Henry Morin,Jolita Ralyté,Mehdi Snene Conference proceedings 2010 Springer-Verlag Ber

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Towards a Model for Measuring Customer Intimacy in B2B Services,ltiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed among multiple employees and across different business un