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As part of a larger study, we have collected a wealth of data on the interactions customers engage in when buying and using a service. We have tried to look at this relatively close to reality. Hence, we distinguish 8 phases that tend to - but are not necessarily – sequential, 12 different...

As part of a larger study, we have collected a wealth of data on the interactions customers engage in when buying and using a service. Particularly, we have distinguished this process into 8 phases that tend to - but are not necessarily - sequential. Also, not all customers experience all 8...