Wentworth
Institute of Technology
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...
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| Main Author: | |
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| Format: | Electronic 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: |
Full text (Wentworth users only) |
| Local Note: | ProQuest Ebook Central |
| 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: | Title from PDF title page (viewed on October 13, 2014). Part of: 2014 digital library. |
| Physical Description: | 1 online resource (1 PDF (122 pages)) |
| Bibliography: | Includes bibliographical references (pages 111-119) and index. |
| ISBN: | 9781631571039 1631571036 |
| ISSN: | 2150-9662 |