This is Service Design Doing by Jakob Schneider
How can you establish a customercentric culture in an organization This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers.
‘Don’t Pay’ is the recommended retail price provided by the supplier or obtained from the manufacturer, or is the recently advertised price for the same product on a different or competing online platform or store. Catch may not have previously sold the product at the ‘Don’t Pay’ price.