How customer experience drives word of mouth : consumers talk to more people about their bad experiences

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000cam a22000004b 4500</leader>
    <controlfield tag="001">MAP20090104853</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20191202111941.0</controlfield>
    <controlfield tag="008">090428s2009    usa||||       ||| ||eng d</controlfield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
      <subfield code="d">MAP</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">922.112.1</subfield>
    </datafield>
    <datafield tag="100" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080180690</subfield>
      <subfield code="a">Temkin, Bruce D.</subfield>
    </datafield>
    <datafield tag="245" ind1="1" ind2="0">
      <subfield code="a">How customer experience drives word of mouth</subfield>
      <subfield code="b"> : consumers talk to more people about their bad experiences</subfield>
      <subfield code="c">by Bruce D. Temkin, with William Chu and Angela Beckers</subfield>
    </datafield>
    <datafield tag="260" ind1=" " ind2=" ">
      <subfield code="a">Cambridge</subfield>
      <subfield code="b">Forrester Research</subfield>
      <subfield code="c">2009</subfield>
    </datafield>
    <datafield tag="490" ind1="1" ind2=" ">
      <subfield code="a">For Customer experience professionals</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">Forrester asked more than 4,500 consumers how often they talk about experiences with companies in 12 industries. It turns out that more consumers talk about good experiences than bad experiences with eight of the industries. Retailers and banks have the most consumers saying good things about them, and TV service providers have the most consumers saying bad things. While more consumers are sharing positive feelings, consumers tell more people about a bad experience than they tell about a good experience. This negative bias is worst for airlines. As it turns out, Gen Xers and Older Boomers share news about a negative experience most frequently</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080614126</subfield>
      <subfield code="a">Fidelización de clientes</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080593483</subfield>
      <subfield code="a">Servicio al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080615307</subfield>
      <subfield code="a">Satisfacción del cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080606091</subfield>
      <subfield code="a">Estrategia empresarial</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20090013520</subfield>
      <subfield code="a">Chu, William</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20090028937</subfield>
      <subfield code="a">Beckers, Angela</subfield>
    </datafield>
    <datafield tag="710" ind1="2" ind2=" ">
      <subfield code="0">MAPA20080436582</subfield>
      <subfield code="a">Forrester</subfield>
    </datafield>
    <datafield tag="830" ind1=" " ind2="0">
      <subfield code="0">MAPA20080528355</subfield>
      <subfield code="a">For Customer experience professionals</subfield>
    </datafield>
  </record>
</collection>