000 | 03426nam a2200577 i 4500 | ||
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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.] |
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300 | _a1 online resource (122 pages) | ||
336 |
_atext _btxt _2rdacontent |
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337 |
_acomputer _bc _2rdamedia |
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338 |
_aonline resource _bcr _2rdacarrier |
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347 |
_adata file _2rda |
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490 | 1 |
_aMarketing strategy collection, _x2150-9662 |
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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. |
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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 |
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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. |
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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 |
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999 |
_c74327 _d74327 |
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902 |
_c1 _dCynthia Snell |