Surprise! : the secret to customer loyalty in the service sector /

Modern 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 t...

Descripción completa

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Magnini, Vincent P. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2015.
Edición:First edition.
Colección:2014 digital library.
Marketing strategy collection.
Temas:
Service industries > Customer services.
Customer relations.
Surprise.
Services (Industrie) > Service à la clientèle.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations
Service industries > Customer services
Surprise
customer delight
customer service
customer surprise
services marketing
Acceso en línea:Texto completo
Descripción
Sumario:Modern 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.
Notas:Title from PDF title page (viewed on October 13, 2014).
Part of: 2014 digital library.
Descripción Física:1 online resource (1 PDF (122 pages))
Bibliografía:Includes bibliographical references (pages 111-119) and index.
ISBN:9781631571039
1631571036
ISSN:2150-9662

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