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1. |
Record Nr. |
UNINA9910463957603321 |
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Autore |
Magnini Vincent P. |
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Titolo |
Surprise! : The secret to customer loyalty in the service sector / / Vincent P. Magnini |
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Pubbl/distr/stampa |
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New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2015 |
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ISBN |
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Edizione |
[First edition.] |
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Descrizione fisica |
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1 online resource (138 p.) |
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Collana |
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Marketing strategy collection, , 2150-9662 |
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Disciplina |
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Soggetti |
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Service industries - Customer services |
Customer relations |
Surprise |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Part of: 2014 digital library. |
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Nota di bibliografia |
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Includes bibliographical references (pages 111-119) and index. |
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Nota di contenuto |
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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. |
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Sommario/riassunto |
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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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2. |
Record Nr. |
UNINA9910154290003321 |
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Autore |
Patterson James T. |
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Titolo |
Private : the royals / / James Patterson with Rees Jones |
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Pubbl/distr/stampa |
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New York, NY : , : Little, Brown and Company, , [2016] |
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©2016 |
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ISBN |
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0-316-50521-8 |
0-316-50520-X |
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Descrizione fisica |
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1 online resource (106 pages) |
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Collana |
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Disciplina |
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Soggetti |
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Kidnapping |
Kidnapping - Prevention |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Nota di contenuto |
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Cover -- Title Page -- Table of Contents -- Prologue -- One -- Chapter 1 -- Chapter 2 -- Chapter 3 -- Chapter 4 -- Chapter 5 -- Chapter 6 -- Chapter 7 -- Chapter 8 -- Chapter 9 -- Chapter 10 -- Chapter 11 -- Chapter 12 -- Chapter 13 -- Chapter 14 -- Chapter 15 -- Chapter 16 -- Chapter 17 -- Chapter 18 -- Chapter 19 -- Chapter 20 -- Chapter 21 -- Chapter 22 -- Chapter 23 -- Chapter 24 -- Chapter 25 -- Chapter 26 -- Chapter 27 -- Chapter 28 -- Chapter 29 -- Chapter 30 -- Chapter 31 -- Chapter 32 -- Chapter 33 -- Chapter 34 -- Chapter 35 -- Chapter 36 -- Chapter 37 -- Chapter 38 -- Chapter 39 -- Chapter 40 -- Chapter 41 -- Epilogue -- About the Authors -- Newsletters -- Copyright. |
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Sommario/riassunto |
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Jack Morgan is visiting Peter Knight and the team in the London branch of his investigation agency, Private. At a cocktail party the night before the Trooping the Colour parade for the Queen's 90th birthday, Jack receives a phone call from the Duke of Aldershot saying that his daughter, Abbie, has been kidnapped. He needs Private on the case - one word to the police and Abbie will be killed. Jack will have to find Abbie before 11:00 a.m. the next morning, or the kidnapping will turn to murder. |
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