by
Magnini, Vincent P.
Call Number
647.94068
Publication Date
2015
Format:
Electronic Resources
Relevance:
0.0707
View Other Search Results
by
Magnini, Vincent P.
Call Number
658.812
Publication Date
2014
Summary
Modern consumers are being bombarded with in-formation from every angle. They can't handle it and, consequently, tune out large portions of the information. Consumers, therefore, often enter service transactions with predetermined men-tal scripts regarding how they predict the trans-actions will transpire and are not paying close attention. In order to gain their full attention, firms must find ways to surprise consumers dur-ing transactions; that is, firms must spawn mental script deviations for them. Research indicates that these script deviations can cement consumer loyalty. This boo
Format:
Electronic Resources
Relevance:
0.0598
View Other Search Results
Limit Search Results
Narrowed by: