Acquired diversity, 58
Approximate cost, 18–19
Austin, Nancy, 101
Berman, Barry, 10, 86
Bitner, Mary Jo, 99
Blanchard, Kenneth, 45
Bly, Robert, 87
Booms, Bernard, 99
California Management Review, 86
Chocolates on the Pillow Aren’t Enough (Tisch, Jonathan), 33
Connellan, Tom, 86
Consumers cognitive activities, 7
Customer delight, 10
Customer retention rate, 9
Customer satisfaction, 10
Customer’s perspective
feedback, 85–90
rapport building, 77–84
Disney World, 62
Donnelly, James, 42
Duncan, Ewan, 74
e-mail, 3
Emotional contagion theory, 46
Employees ability, 49–60
Employees motivation, 41–47
Expertise access, 67–74
Expertise awareness, 61–66
Facebook, 3
Fieri, Guy, 93
Firm innovation, 54
Forms, 25–31
The Fred Factor (Sanborn, Marc), 30, ...
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