Bad service experiences potentially leading to long‐standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives...

Bad service experiences potentially leading to long-standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives...

Bad service experiences potentially leading to long-standing grudges can be quite costly for an organization. In many cases, corporate actions and policies cause grudges as consumers grow more and more frustrated about their interactions with large, impersonal companies. The primary objectives...

Accompanying CD-ROM contains ... "all 10 of the worksheets from the book, as well as a few figures ... converted to worksheets specifically for this CD ... [and] a few items from the Product Manger's Field Guide -- providing you with a total of more than 20 worksheets, templates, and checklists...