{"product_id":"surprise-vincent-p-magnini-9781631571022","title":"Surprise!: The Secret to Customer Loyalty in the Service Sector","description":"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 book details how to create a surprise culture in a service firm. Because a consumer can only be \"surprised\" by a given tactic one time and surprise ideas can be copied by competitors, a firm with a culture that generates and implements a constant stream of surprise tactics is one that has the higher edge in achieving success in the modern envi-ronment of information overload.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Vincent P. Magnini\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1631571028\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781631571022\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Business Expert Press\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 10\/05\/2014\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 180\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.43lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.00h x 6.00w x 0.30d","brand":"Vincent P. Magnini","offers":[{"title":"Paperback","offer_id":44321640153343,"sku":"9781631571022","price":21.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_ce424415-6fb9-4420-84df-a565a77a9a4f.jpg?v=1696331928","url":"https:\/\/www.whiterainbookhouse.com\/products\/surprise-vincent-p-magnini-9781631571022","provider":"WR Book House","version":"1.0","type":"link"}