Research Catalog
The customer delight principle : exceeding customers' expectations for bottom-line success
- Title
- The customer delight principle : exceeding customers' expectations for bottom-line success / Timothy Keiningham and Terry Vavra.
- Author
- Keiningham, Timothy L.
- Publication
- Chicago : McGraw Hill, [2001], ©2001.
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1 Item
| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
| Text | Request in advance | HF5415.335 .K45 2001 | Off-site |
Holdings
Details
- Additional Authors
- Vavra, Terry G.
- Description
- xiv, 192 pages : illustrations; 24 cm
- Subjects
- Note
- "American Marketing Association".
- Bibliography (note)
- Includes bibliographical references and (p. 179-186) and index.
- Contents
- 1. Satisfaction Guaranteed -- 2. Zone Defense: Pain, Satisfaction, and Delight -- 3. Shaky Foundations -- 4. Cracking the Code -- 5. The Role of Employees -- 6. The New Business Reality -- 7. Voices of Experience -- 8. The Case of Roche Diagnostic Systems -- 9. The Case of Toys "R" Us -- 10. The Case of Mercedes-Benz USA -- 11. The Delight Epiphany.
- ISBN
- 0658010042
- LCCN
- 00066217
- OCLC
- ocm45363673
- SCSB-4180280
- Owning Institutions
- Columbia University Libraries