Surprise! : The secret to customer loyalty in the service sector /
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 t...
| Main Author: | |
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| Format: | eBook |
| Language: | English |
| Published: |
New York, New York (222 East 46th Street, New York, NY 10017) :
Business Expert Press,
2015.
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| Edition: | First edition. |
| Series: | 2014 digital library.
Marketing strategy collection. |
| Subjects: | |
| Online Access: | Click to View |
| Summary: | 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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| Item Description: | Part of: 2014 digital library. |
| Physical Description: | 1 online resource (122 pages) |
| Bibliography: | Includes bibliographical references (pages 111-119) and index. |
| ISBN: | 9781631571039 |
| ISSN: | 2150-9662 |
| Access: | Access restricted to authorized users and institutions. |