Published in Customer Service: Empowerment and Entrapment (2001) (eds.) Sturdy A. Grugulis, I. and Willmott, H. (London: Palgrave) âEmpowering Customers Through Educationâ…
COMPETITION & CHANGE, Vol. 9, No. 1, March 2005 7â47 E-mail address: [email protected] © 2005 the Editors and W. S. Maney & Son Ltd DOI: 10.1179/102452905X38623…