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
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0.0598
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by
Cook, Sarah, author.
Call Number
658.812 COO
Publication Date
2012
Summary
Complaint Management Excellence outlines the financial and reputational benefits to be gained from improving customer service levelsand enhancing products and services via an effective system for handling customer complaints.
Format:
Electronic Resources
Relevance:
0.0388
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