Chapter 14

1. Amy Smith and Ruth Bolton, “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?” p. 1, accessed January 10, 2011, www.ruthnbolton.com/Publications/PARADOXFV.pdf.

2. Smith and Bolton, “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?” p. 18.

3. Yehuda Berlinger, “Ethics in Gaming 6.0,” June 2006, www.thegamesjournal.com/articles/Ethics6.shtml.

4. Emily Yellin, Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives (New York: Free Press, 2010), p. 111.

5. Francisco Vara Orta, “Mighty Fine Shares Recipe for Success,” Austin Business Journal Entrepreneur, December 10, 2010, http://abjentrepreneur.com/news/2010/12/mighty-fine-owners-share-recipe-for.html.

6. YouTube, “Mighty Fine-atics—Upgrade 1,” May 28, 2010, www.youtube.com/watch?v=41C2gM7mz-g.

7. Stephen C. Lundin, PhD, John Christensen, and Harry Paul, Fish! A Remarkable Way to Boost Morale and Improve Results (New York: Hyperion, 2000).

8. “Baldrige Performance Excellence Program: Award Recipient Profile, K&N Management,” November 23, 2010, www.nist.gov/baldrige/award_recipients/k-n-management_profile.cfm.

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