IDEAS home Printed from https://ideas.repec.org/h/pal/palchp/978-0-230-55471-9_4.html
   My bibliography  Save this book chapter

The effect of organization, multi-channels and moments of contact on the customer experience

In: Building Great Customer Experiences

Author

Listed:
  • Colin Shaw
  • John Ivens

Abstract

From 1831 to 1836 Darwin served as a naturalist aboard the HMS Beagle, which was on a British science expedition around the world. In South America Darwin found fossils of extinct animals that were similar to modern species. In the Galapagos Islands in the Pacific Ocean he noticed many variations among plants and animals of the same general type as those in South America and other parts of the world. Upon his return to London, using his notes and specimens, Darwin developed several related theories: one, evolution did occur; two, evolutionary change was gradual, requiring thousands to millions of years; three, the primary mechanism for evolution was a process called natural selection; and four, the millions of species alive today arose from a single original life form through a branching process called ‘specialization.’ 1

Suggested Citation

  • Colin Shaw & John Ivens, 2002. "The effect of organization, multi-channels and moments of contact on the customer experience," Palgrave Macmillan Books, in: Building Great Customer Experiences, chapter 4, pages 63-85, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-55471-9_4
    DOI: 10.1057/9780230554719_4
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palchp:978-0-230-55471-9_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.