TY  - BOOK
AU  - Magnini,Vincent P.
TI  - Surprise!: The secret to customer loyalty in the service sector 
T2  - Marketing strategy collection,
SN  - 9781631571039
AV  - HF5415.5 .M247 2015
U1  - 658.812 23
PY  - 2015///
CY  - New York, New York (222 East 46th Street, New York, NY 10017)
PB  - Business Expert Press
KW  - Service industries
KW  - Customer services
KW  - Customer relations
KW  - Surprise
KW  - customer delight
KW  - customer service
KW  - customer surprise
KW  - services marketing
N1  - Part of: 2014 digital library; Includes bibliographical references (pages 111-119) and index; 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; Access restricted to authorized users and institutions; Also available in print
N2  - 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
UR  - http://site.ebrary.com/lib/daystar/Doc?id=10951843
ER  -