000841600 000__ 03436nam\a2200601\i\4500
000841600 001__ 841600
000841600 003__ MiAaPQ
000841600 005__ 20211103003903.0
000841600 006__ m\\\\\o\\d\\\\\\\\
000841600 007__ cr\cn\nnnunnun
000841600 008__ 141013s2015\\\\nyu\\\\\oab\\\001\0\eng\d
000841600 020__ $$z9781631571022$$qpaperback
000841600 020__ $$a9781631571039$$q(electronic bk.)
000841600 035__ $$a(MiAaPQ)EBC1812333
000841600 035__ $$a(Au-PeEL)EBL1812333
000841600 035__ $$a(CaPaEBR)ebr10951843
000841600 035__ $$a(CaONFJC)MIL650439
000841600 035__ $$a(OCoLC)892799621
000841600 040__ $$aMiAaPQ$$beng$$erda$$epn$$cMiAaPQ$$dMiAaPQ
000841600 050_4 $$aHF5415.5$$b.M247 2015
000841600 0820_ $$a658.812$$223
000841600 1001_ $$aMagnini, Vincent P.,$$eauthor.
000841600 24510 $$aSurprise! :$$bThe secret to customer loyalty in the service sector /$$cVincent P. Magnini.
000841600 24630 $$aSecret to customer loyalty in the service sector.
000841600 250__ $$aFirst edition.
000841600 264_1 $$aNew York, New York (222 East 46th Street, New York, NY 10017) :$$bBusiness Expert Press,$$c2015.
000841600 300__ $$a1 online resource (122 pages)
000841600 336__ $$atext$$2rdacontent
000841600 337__ $$acomputer$$2rdamedia
000841600 338__ $$aonline resource$$2rdacarrier
000841600 4901_ $$aMarketing strategy collection,$$x2150-9662
000841600 500__ $$aPart of: 2014 digital library.
000841600 504__ $$aIncludes bibliographical references (pages 111-119) and index.
000841600 5050_ $$aPart I. Your customers are usually not paying attention -- 1. Information overload -- 2. Script deviation -- Part II. Surprise! -- 3. Stories from the hotel sector -- 4. Surprises in many forms -- 5. Novel surprise ideas -- Part III. Generating surprise ideas: an employee's perspective -- 6. Employees' motivation to surprise -- 7. Employees' ability to surprise -- 8. Expertise awareness in organizational relationships -- 9. Expertise access in organizational relationships -- Part IV. Generating surprise ideas: a customer's perspective -- 10. Rapport building with your customers -- 11. Feedback from your customers -- 12. Scanning the business environment for surprise ideas -- Final thought: 3 + 4 = 9 or 10 -- About the author -- Notes -- References -- Index.
000841600 506__ $$aAccess limited to authorized users.
000841600 5203_ $$aModern consumers are bombarded with information from every angle. They can't handle it and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions--spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm.
000841600 588__ $$aTitle from PDF title page (viewed on October 13, 2014).
000841600 650_0 $$aService industries$$xCustomer services.
000841600 650_0 $$aCustomer relations.
000841600 650_0 $$aSurprise.
000841600 653__ $$acustomer delight
000841600 653__ $$acustomer service
000841600 653__ $$acustomer surprise
000841600 653__ $$aservices marketing
000841600 655_0 $$aElectronic books
000841600 77608 $$iPrint version:$$z9781631571022
000841600 830_0 $$a2014 digital library.
000841600 830_0 $$aMarketing strategy collection.$$x2150-9662
000841600 852__ $$bebk
000841600 85640 $$3ProQuest Ebook Central Academic Complete $$uhttps://univsouthin.idm.oclc.org/login?url=https://ebookcentral.proquest.com/lib/usiricelib-ebooks/detail.action?docID=1812333$$zOnline Access
000841600 909CO $$ooai:library.usi.edu:841600$$pGLOBAL_SET
000841600 980__ $$aBIB
000841600 980__ $$aEBOOK
000841600 982__ $$aEbook
000841600 983__ $$aOnline