2、ards53.1The process of designing customer care standard inNokia53.2ExamplesofcustomercareservicestandardinNokia5IV.TheresearchofNokia’sQualitativeandQuantitativecustomerfeedback64.1Researchplanning64.2Researchoutcomes6V.ThecontinuousreviewandimprovementofNokia’sc