Surprise! The secret to customer loyalty in the service sector
(eBook)
Author
Published
New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2015.
Edition
First edition.
Physical Desc
1 online resource (122 pages)
Status
More Details
Format
eBook
Language
English
ISBN
9781631571039
Notes
General Note
Part of: 2014 digital library.
Bibliography
Includes bibliographical references (pages 111-119) and index.
Restrictions on Access
Access restricted to authorized users and institutions.
Description
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.
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Citations
APA Citation, 7th Edition (style guide)
Magnini, V. P. (2015). Surprise!: The secret to customer loyalty in the service sector (First edition.). Business Expert Press.
Chicago / Turabian - Author Date Citation, 17th Edition (style guide)Magnini, Vincent P. 2015. Surprise!: The Secret to Customer Loyalty in the Service Sector. Business Expert Press.
Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)Magnini, Vincent P. Surprise!: The Secret to Customer Loyalty in the Service Sector Business Expert Press, 2015.
MLA Citation, 9th Edition (style guide)Magnini, Vincent P. Surprise!: The Secret to Customer Loyalty in the Service Sector First edition., Business Expert Press, 2015.
Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.
Staff View
Grouped Work ID
950ef38d-7384-36f9-6fb0-07edecda8556-eng
Grouping Information
| Grouped Work ID | 950ef38d-7384-36f9-6fb0-07edecda8556-eng |
|---|---|
| Full title | surprise the secret to customer loyalty in the service sector |
| Author | magnini vincent p |
| Grouping Category | book |
| Last Update | 2022-06-07 21:23:19PM |
| Last Indexed | 2024-07-02 04:09:01AM |
Book Cover Information
| Image Source | syndetics |
|---|---|
| First Loaded | Jan 29, 2024 |
| Last Used | Apr 29, 2024 |
Marc Record
| First Detected | Aug 09, 2021 01:41:38 PM |
|---|---|
| Last File Modification Time | Nov 22, 2021 09:38:01 AM |
MARC Record
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| 020 | |a 9781631571039|q e-book | ||
| 020 | |z 9781631571022|q paperback | ||
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| 100 | 1 | |a Magnini, Vincent P.|e author. | |
| 245 | 1 | 0 | |a Surprise! |h [eBook]:|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 (122 pages) | ||
| 336 | |a text|2 rdacontent | ||
| 337 | |a computer|2 rdamedia | ||
| 338 | |a online resource|2 rdacarrier | ||
| 490 | 1 | |a Marketing strategy collection,|x 2150-9662 | |
| 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. | |
| 506 | |a Access restricted to authorized users and institutions. | ||
| 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. | |
| 588 | |a Title from PDF title page (viewed on October 13, 2014). | ||
| 650 | 0 | |a Service industries|x Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Surprise. | |
| 653 | |a customer delight | ||
| 653 | |a customer service | ||
| 653 | |a customer surprise | ||
| 653 | |a services marketing | ||
| 655 | 4 | |a Electronic books. | |
| 776 | 0 | 8 | |i Print version:|z 9781631571022 |
| 797 | 2 | |a ProQuest (Firm) | |
| 830 | 0 | |a 2014 digital library. | |
| 830 | 0 | |a Marketing strategy collection.|x 2150-9662 | |
| 856 | 4 | 0 | |u http://ebookcentral.proquest.com/lib/yavapai-ebooks/detail.action?docID=1812333|x Yavapai College|y Yavapai College users click here to access |
| 856 | 4 | 0 | |u http://ebookcentral.proquest.com/lib/prescottcollege-ebooks/detail.action?docID=1812333|x Prescott College|y Prescott College users click here to access |
| 856 | 4 | 0 | |u http://ebookcentral.proquest.com/lib/yln-ebooks/detail.action?docID=1812333|x Yavapai Library Network|y All other users click here to access |
| 945 | |a E-Book | ||
