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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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| 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: | |
| Acceso en línea: | Texto completo |
MARC
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| 020 | |a 9781631571039 |q (electronic bk.) | ||
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| 035 | |a (OCoLC)892991333 |z (OCoLC)892799621 |z (OCoLC)894906761 | ||
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| 050 | 4 | |a HF5415.5 |b .M247 2015 | |
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| 082 | 0 | 4 | |a 658.812 |2 23 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Magnini, Vincent P., |e author. | |
| 245 | 1 | 0 | |a Surprise! : |b the secret to customer loyalty in the service sector / |c Vincent P. Magnini. |
| 246 | 3 | 0 | |a Secret to customer loyalty in the service sector |
| 250 | |a First edition. | ||
| 264 | 1 | |a New York, New York (222 East 46th Street, New York, NY 10017) : |b Business Expert Press, |c 2015. | |
| 300 | |a 1 online resource (1 PDF (122 pages)) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Marketing strategy collection, |x 2150-9662 | |
| 500 | |a Title from PDF title page (viewed on October 13, 2014). | ||
| 500 | |a Part of: 2014 digital library. | ||
| 504 | |a Includes bibliographical references (pages 111-119) and index. | ||
| 505 | 0 | |a Part I. Your customers are usually not paying attention -- 1. Information overload -- 2. Script deviation -- Part II. Surprise! -- 3. Stories from the hotel sector -- 4. Surprises in many forms -- 5. Novel surprise ideas -- Part III. Generating surprise ideas: an employee's perspective -- 6. Employees' motivation to surprise -- 7. Employees' ability to surprise -- 8. Expertise awareness in organizational relationships -- 9. Expertise access in organizational relationships -- Part IV. Generating surprise ideas: a customer's perspective -- 10. Rapport building with your customers -- 11. Feedback from your customers -- 12. Scanning the business environment for surprise ideas -- Final thought: 3 + 4 = 9 or 10 -- About the author -- Notes -- References -- Index. | |
| 520 | 3 | |a 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. | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Service industries |x Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Surprise. | |
| 650 | 6 | |a Services (Industrie) |x Service à la clientèle. | |
| 650 | 6 | |a Surprise. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Service industries |x Customer services |2 fast | |
| 650 | 7 | |a Surprise |2 fast | |
| 653 | |a customer delight | ||
| 653 | |a customer service | ||
| 653 | |a customer surprise | ||
| 653 | |a services marketing | ||
| 758 | |i has work: |a Surprise! (Text) |1 https://id.oclc.org/worldcat/entity/E39PCGxdyY9fTbjQDBhQ8vTDYP |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |z 9781631571022 |
| 830 | 0 | |a 2014 digital library. | |
| 830 | 0 | |a Marketing strategy collection. |x 2150-9662 | |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=1812333 |z Texto completo |
| 938 | |a Business Expert Press |b BEPR |n 10951843 | ||
| 938 | |a Baker and Taylor |b BTCP |n BK0020496268 | ||
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL1812333 | ||
| 938 | |a EBSCOhost |b EBSC |n 863506 | ||
| 938 | |a YBP Library Services |b YANK |n 12112885 | ||
| 994 | |a 92 |b IZTAP | ||