Surprise! : The secret to customer loyalty in the service sector

Select an Action

Place Hold(s)
Add to My Lists
Email
Print

Title:

Surprise! : The secret to customer loyalty in the service sector

Author:

Magnini, Vincent P., author.

ISBN:

9781631571039

Personal Author:

Magnini, Vincent P., author.

Edition:

First edition.

Physical Description:

1 online resource (122 pages)

Series:

Marketing strategy collection,

2014 digital library.

Marketing strategy collection.

General Note:

Part of: 2014 digital library.

Contents:

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.

Abstract:

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.

Local Note:

Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.

Subject Term:

Service industries -- Customer services.

Genre:

Electronic Access:

Available:*

Shelf Number	Item Barcode	Shelf Location	Status
HF5415.5 .M247 2015	1039606-1001	Ebook Central	Searching...

On Order

Select a list

Make this your default list.

The following items were successfully added.

There was an error while adding the following items. Please try again.