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This paper attempts to identity and establish a taxonomy of generalizable components of customer service. It discusses and incorporates the works of previous authors studying customer service. While the intent is to establish a generalizable set of customer service components, it should be recognized that this will not be all-inclusive for all industries, firms, or situations. Rather, this basic set of components should be used as a starting point for establishing the specific components in a given situation.
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J. R. Shannon (1996) studied this question.
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