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Aspects of customer service contributed to amazon success

Question 1. What aspects of customer service have contributed to Amazon's success?

Question 2. What are the differences in the purchasing experience between buying a book at Amazon.com and at a Barnes & Noble brick-and-mortar store?

Question 3. What problems arose when Amazon expanded its offerings to products other than books?

These are to help me complete my case Amazon case study.

This is from the Consumer Behavior and Marketing strategies book. J. Paul Peter and Jerry C. Olson.

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Management Information Sys: Aspects of customer service contributed to amazon success

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