TY  - GEN
N2  - 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.
AB  - 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.
T1  - Surprise! :The secret to customer loyalty in the service sector /
AU  - Magnini, Vincent P.,
ET  - First edition.
CN  - HF5415.5
N1  - Part of: 2014 digital library.
ID  - 841600
KW  - Service industries
KW  - Customer relations.
KW  - Surprise.
KW  - customer delight
KW  - customer service
KW  - customer surprise
KW  - services marketing
SN  - 9781631571039
TI  - Surprise! :The secret to customer loyalty in the service sector /
LK  - https://univsouthin.idm.oclc.org/login?url=https://ebookcentral.proquest.com/lib/usiricelib-ebooks/detail.action?docID=1812333
UR  - https://univsouthin.idm.oclc.org/login?url=https://ebookcentral.proquest.com/lib/usiricelib-ebooks/detail.action?docID=1812333
ER  -