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101 0 $aeng
135   $aur|n|---|||||
181   $2rdacontent
182   $2rdamedia
183   $2rdacarrier
200 10$aSurprise! $eThe secret to customer loyalty in the service sector /$fVincent P. Magnini
205   $aFirst edition.
210  1$aNew York, New York (222 East 46th Street, New York, NY 10017) :$cBusiness Expert Press,$d2015.
215   $a1 online resource (138 p.)
225 1 $aMarketing strategy collection,$x2150-9662
300   $aPart of: 2014 digital library.
311   $a1-63157-102-8 
311   $a1-322-19159-X 
320   $aIncludes bibliographical references (pages 111-119) and index.
327   $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.
330 3 $aModern consumers are bombarded with information from every angle. They can't handle it and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions--spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm.
410  0$a2014 digital library.
410  0$aMarketing strategy collection.$x2150-9662
606   $aService industries$xCustomer services
606   $aCustomer relations
606   $aSurprise
608   $aElectronic books.
610   $acustomer delight
610   $acustomer service
610   $acustomer surprise
610   $aservices marketing
615  0$aService industries$xCustomer services.
615  0$aCustomer relations.
615  0$aSurprise.
676   $a658.812
700   $aMagnini$b Vincent P.$0906553
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801  1$bMiAaPQ
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