Surprise! : : The secret to customer loyalty in the service sector / / Vincent P. Magnini.
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...
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| Superior document: | Marketing strategy collection, |
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| VerfasserIn: | |
| Place / Publishing House: | New York, New York (222 East 46th Street, New York, NY 10017) : : Business Expert Press,, 2015. |
| Year of Publication: | 2015 |
| Edition: | First edition. |
| Language: | English |
| Series: | 2014 digital library.
Marketing strategy collection. |
| Online Access: | |
| Physical Description: | 1 online resource (122 pages) |
| Notes: | Part of: 2014 digital library. |
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| Other title: | Secret to customer loyalty in the service sector. |
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| 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. |
| Bibliography: | Includes bibliographical references (pages 111-119) and index. |
| ISBN: | 9781631571022 9781631571039 |
| ISSN: | 2150-9662 |
| Access: | Access restricted to authorized users and institutions. |
| Hierarchical level: | Monograph |
| Statement of Responsibility: | Vincent P. Magnini. |