MARC record from Internet Archive

LEADER: 05797cam 2200841La 4500
001 ocm45728172
003 OCoLC
005 20160211232419.0
008 001009s2000 cau ob 001 0 eng d
006 m o d
007 cr cn|||||||||
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020 $a9780585288901$q(electronic bk.)
020 $a9781609943417$q(electronic bk.)
020 $a1609943414$q(electronic bk.)
020 $a9781605097244$q(electronic bk.)
020 $a1605097241$q(electronic bk.)
020 $z9781576750797
020 $z1282545809
020 $z9781282545809
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082 04 $a658.8/12$221
100 1 $aBarlow, Janelle,$d1943-
245 10 $aEmotional value$h[electronic resource] :$bcreating strong bonds with your customers /$cJanelle Barlow and Dianna Maul ; foreword by Michael Edwardson.
260 $aSan Francisco, CA :$bBerrett-Koehler Publishers,$c℗♭2000.
300 $a1 online resource (xviii, 310 pages)
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
504 $aIncludes bibliographical references and index.
520 $aCombining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction.
505 0 $aIntroduction: adding emotional value to your customers' experience -- pt. I. Building an emotion-friendly service culture -- The customer is always emotional -- Managing emotions begins with me -- Positive emotional states are an asset. Assessing your organization's emotion-friendly service culture -- pt. II. Choosing emotional competence -- Emotional labor or emotional competence? -- Managing for emotional authenticity. Assessing your organization's service philosophy -- pt. III. Maximizing customer experiences with empathy -- Satisfaction isn't good enough -- Anymore -- The challenge in measuring customer emotions -- The gift of empathy. Assessing your organization's empathy -- pt. IV. Viewing complaints as emotional opportunities -- Complaints: emotional opportunities -- Fundamentals of complaints -- Strategies for handling complaints. Assessing your organization's complaint friendliness -- pt. V. Using emotional connections to increase customer loyalty -- Loyalty is a behavior with its roots in emotions -- Strategies for retaining customers. Assessing your organization's focus on customer retention -- 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.
588 0 $aPrint version record.
650 0 $aCustomer services.
650 6 $aService a la cliente le.
650 7 $aBUSINESS & ECONOMICS$xCustomer Relations.$2bisacsh
650 7 $aCustomer services.$2fast$0(OCoLC)fst00885545
655 4 $aElectronic books.
700 1 $aMaul, Dianna,$d1950-
776 08 $iPrint version:$aBarlow, Janelle, 1943-$tEmotional value.$dSan Francisco, CA : Berrett-Koehler Publishers, ℗♭2000$z1576750795$w(DLC) 99086124$w(OCoLC)43096871
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994 $aZ0$bPMR
948 $hNO HOLDINGS IN PMR - 1958 OTHER HOLDINGS