The Resource Surprise! : The secret to customer loyalty in the service sector, Vincent P. Magnini

Surprise! : The secret to customer loyalty in the service sector, Vincent P. Magnini

Label
Surprise! : The secret to customer loyalty in the service sector
Title
Surprise!
Title remainder
The secret to customer loyalty in the service sector
Statement of responsibility
Vincent P. Magnini
Title variation
Secret to customer loyalty in the service sector
Creator
Contributor
Author
Provider
Subject
Language
eng
Summary
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
Member of
Cataloging source
MiAaPQ
http://library.link/vocab/creatorName
Magnini, Vincent P
Index
index present
LC call number
HF5415.5
LC item number
.M247 2015
Literary form
non fiction
Nature of contents
  • dictionaries
  • abstracts summaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
ProQuest Ebook Central
Series statement
Marketing strategy collection,
http://library.link/vocab/subjectName
  • Service industries
  • Customer relations
  • Surprise
Target audience
specialized
Label
Surprise! : The secret to customer loyalty in the service sector, Vincent P. Magnini
Instantiates
Publication
Note
Part of: 2014 digital library
Bibliography note
Includes bibliographical references (pages 111-119) and index
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type MARC source
rdacontent
Contents
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
Dimensions
unknown
Edition
First edition.
Extent
1 online resource (122 pages)
Form of item
online
Governing access note
Access restricted to authorized users and institutions
Isbn
9781631571039
Media category
computer
Media MARC source
rdamedia
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)892991333
  • (CaBNVSL)swl00404105
  • (MiAaPQ)EBC1812333
  • (Au-PeEL)EBL1812333
  • (CaPaEBR)ebr10951843
  • (CaONFJC)MIL650439
  • (OCoLC)892799621
Label
Surprise! : The secret to customer loyalty in the service sector, Vincent P. Magnini
Publication
Note
Part of: 2014 digital library
Bibliography note
Includes bibliographical references (pages 111-119) and index
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type MARC source
rdacontent
Contents
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
Dimensions
unknown
Edition
First edition.
Extent
1 online resource (122 pages)
Form of item
online
Governing access note
Access restricted to authorized users and institutions
Isbn
9781631571039
Media category
computer
Media MARC source
rdamedia
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)892991333
  • (CaBNVSL)swl00404105
  • (MiAaPQ)EBC1812333
  • (Au-PeEL)EBL1812333
  • (CaPaEBR)ebr10951843
  • (CaONFJC)MIL650439
  • (OCoLC)892799621

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