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- catalog contributor b11633626.
- catalog contributor b11633627.
- catalog created "c2000.".
- catalog date "2000".
- catalog date "c2000.".
- catalog dateCopyrighted "c2000.".
- catalog description "Includes bibliographical references (p. 265-293) and index.".
- catalog description "Introduction: Adding Emotional Value to Your Customers' Experience -- pt. I. Building an Emotion-Friendly Service Culture -- 1. The Customer Is Always Emotional -- 2. Managing Emotions Begins with Me -- 3. Positive Emotional States Are an Asset. Assessing Your Organization's Emotion-Friendly Service Culture -- pt. II. Choosing Emotional Competence -- 4. Emotional Labor or Emotional Competence? -- 5. Managing for Emotional Authenticity. Assessing Your Organization's Service Philosophy -- pt. III. Maximizing Customer Experiences with Empathy -- 6. Satisfaction Isn't Good Enough -- Anymore -- 7. The Challenge in Measuring Customer Emotions -- 8. The Gift of Empathy. Assessing Your Organization's Empathy -- pt. IV. Viewing Complaints as Emotional Opportunities -- 9. Complaints: Emotional Opportunities -- 10. Fundamentals of Complaints -- 11. Strategies for Handling Complaints. Assessing Your Organization's Complaint Friendliness -- pt. V. Using Emotional Connections to Increase Customer Loyalty -- 12. Loyalty Is a Behavior with Its Roots in Emotions -- 13. Strategies for Retaining Customers. Assessing Your Organization's Focus on Customer Retention -- 14. Final Thoughts. App. A. Emotions: Research Background -- App. B. What Does Marketing Research Tell Us about Consumer Emotions? -- App. C. The Elusive Link between Customer Satisfaction and Customer Loyalty: A Summary of the Research -- App. D. Complaint Handling: Where Does the Latest Research Take Us? -- App. E. Eight-Step Gift Formula.".
- catalog extent "xviii, 310 p. :".
- catalog identifier "1576750795".
- catalog issued "2000".
- catalog issued "c2000.".
- catalog language "eng".
- catalog publisher "San Francisco, Calif. : Berrett-Koehler ; New York : McGraw-Hill,".
- catalog subject "658.812 21".
- catalog subject "Customer services.".
- catalog subject "HF5415.5 .B3673 2000".
- catalog tableOfContents "Introduction: Adding Emotional Value to Your Customers' Experience -- pt. I. Building an Emotion-Friendly Service Culture -- 1. The Customer Is Always Emotional -- 2. Managing Emotions Begins with Me -- 3. Positive Emotional States Are an Asset. Assessing Your Organization's Emotion-Friendly Service Culture -- pt. II. Choosing Emotional Competence -- 4. Emotional Labor or Emotional Competence? -- 5. Managing for Emotional Authenticity. Assessing Your Organization's Service Philosophy -- pt. III. Maximizing Customer Experiences with Empathy -- 6. Satisfaction Isn't Good Enough -- Anymore -- 7. The Challenge in Measuring Customer Emotions -- 8. The Gift of Empathy. Assessing Your Organization's Empathy -- pt. IV. Viewing Complaints as Emotional Opportunities -- 9. Complaints: Emotional Opportunities -- 10. Fundamentals of Complaints -- 11. Strategies for Handling Complaints. Assessing Your Organization's Complaint Friendliness -- pt. V. Using Emotional Connections to Increase Customer Loyalty -- 12. Loyalty Is a Behavior with Its Roots in Emotions -- 13. Strategies for Retaining Customers. Assessing Your Organization's Focus on Customer Retention -- 14. Final Thoughts. App. A. Emotions: Research Background -- App. B. What Does Marketing Research Tell Us about Consumer Emotions? -- App. C. The Elusive Link between Customer Satisfaction and Customer Loyalty: A Summary of the Research -- App. D. Complaint Handling: Where Does the Latest Research Take Us? -- App. E. Eight-Step Gift Formula.".
- catalog title "Emotional value : creating strong bonds with your customers / Janelle Barlow and Dianna Maul.".
- catalog type "text".