000			03426nam a2200577 i 4500
001			10951843
003			CaPaEBR
005			20241023114835.0
006			m eo d
007			cr cn |||m|||a
008			141013s2015 nyu foab 001 0 eng d
020			_a9781631571039 _qe-book
035			_a(OCoLC)892991333
035			_a(CaBNVSL)swl00404105
040			_aCaBNVSL _beng _erda _cCaBNVSL _dCaBNVSL
050		4	_aHF5415.5
100	1		_aMagnini, Vincent P., _eauthor.
245	1	0	_aSurprise! : _bThe secret to customer loyalty in the service sector / _cVincent P. Magnini.
246	3	0	_aSecret to customer loyalty in the service sector.
250			_aFirst edition.
264		1	_aNew York, New York (222 East 46th Street, New York, NY 10017) : _bBusiness Expert Press, _c[(c)2015.]
300			_a1 online resource (122 pages)
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_adata file _2rda
490	1		_aMarketing strategy collection, _x2150-9662
500			_aPart of: 2014 digital library.
504			_aIncludes bibliographical references (pages 111-119) and index.
505	0		_aPart I. Your customers are usually not paying attention -- _t1. Information overload -- _t2. Script deviation -- _tPart II. Surprise! -- _t3. Stories from the hotel sector -- _t4. Surprises in many forms -- _t5. Novel surprise ideas -- _tPart III. Generating surprise ideas: an employee's perspective -- _t6. Employees' motivation to surprise -- _t7. Employees' ability to surprise -- _t8. Expertise awareness in organizational relationships -- _t9. Expertise access in organizational relationships -- _tPart IV. Generating surprise ideas: a customer's perspective -- _t10. Rapport building with your customers -- _t11. Feedback from your customers -- _t12. Scanning the business environment for surprise ideas -- _tFinal thought: 3 + 4 = 9 or 10 -- _tAbout the author -- _tNotes -- _tReferences -- _tIndex.
506			_aAccess restricted to authorized users and institutions.
520	3		_aModern consumers are bombarded with information from every angle. They can't handle it and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions--spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm.
530			_a2 _ub
530			_aAlso available in printing.
538			_aMode of access: World Wide Web.
538			_aSystem requirements: Adobe Acrobat reader.
588			_aTitle from PDF title page (viewed on October 13, 2014).
650		0	_aService industries _xCustomer services.
650		0	_aCustomer relations.
650		0	_aSurprise.
653			_acustomer delight
653			_acustomer service
653			_acustomer surprise
653			_aservices marketing
655		0	_a[genre]
776	0	8	_iPrint version: _z9781631571022
830		0	_a2014 digital library.
830		0	_aMarketing strategy collection. _x2150-9662
856	4	0	_uhttps://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000296.html
942			_2lcc _bCIU _cOB _eBEP _QOL _zBEP10951843
999			_c74327 _d74327
902			_c1 _dCynthia Snell