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Beyond Competition – How Cooperation Fosters Customer Experience in Service Industries

  • Lukas FischerEmail author
  • Peter Maas
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Part of the Forum Dienstleistungsmanagement book series (FD)

Zusammenfassung

Cooperation is not a new topic. However, it is an essential component of all forms of formal organizational partnerships between companies. This paper explores cooperation and its potential to enhance customer experience within service industries. We show the potential for this by presenting examples from the insurance industry, an industry that has traditionally performed poorly, both in cooperating with other firms and in delivering an outstanding customer experience. This contribution serves as a basis for strategic decisions by managers of service companies to improve customer experiences through cooperation.

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© Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature 2019

Authors and Affiliations

  1. 1.St. GallenSchweiz

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