03242nam 2200649 450 991078794920332120230126210508.01-63157-103-6(CKB)2670000000570609(EBL)1812333(OCoLC)892991333(CaBNVSL)swl00404105(Au-PeEL)EBL1812333(CaPaEBR)ebr10951843(CaONFJC)MIL650439(OCoLC)892799621(CaSebORM)9781631571022(MiAaPQ)EBC1812333(EXLCZ)99267000000057060920141013d2015 fy 0engur|n|---|||||rdacontentrdamediardacarrierSurprise! The secret to customer loyalty in the service sector /Vincent P. MagniniFirst edition.New York, New York (222 East 46th Street, New York, NY 10017) :Business Expert Press,2015.1 online resource (138 p.)Marketing strategy collection,2150-9662Part of: 2014 digital library.1-63157-102-8 1-322-19159-X Includes bibliographical references (pages 111-119) and index.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.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.2014 digital library.Marketing strategy collection.2150-9662Service industriesCustomer servicesCustomer relationsSurprisecustomer delightcustomer servicecustomer surpriseservices marketingService industriesCustomer services.Customer relations.Surprise.658.812Magnini Vincent P.906553MiAaPQMiAaPQMiAaPQBOOK9910787949203321Surprise3742084UNINA