Search

Making routine customer experiences fun

<?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>00000nab a2200000 i 4500</leader>
    <controlfield tag="001">MAP20071504623</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20220912145354.0</controlfield>
    <controlfield tag="008">031212e20030923usa||||    | |00010|eng d</controlfield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">922.111</subfield>
    </datafield>
    <datafield tag="100" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080051464</subfield>
      <subfield code="a">Morgan, Ivor</subfield>
    </datafield>
    <datafield tag="245" ind1="1" ind2="0">
      <subfield code="a">Making routine customer experiences fun</subfield>
      <subfield code="c">Ivor Morgan and Jay Rao</subfield>
    </datafield>
    <datafield tag="520" ind1="8" ind2=" ">
      <subfield code="a">Businesses are increasingly trying to enhance customers' experiences, but that's not easy when dealing with scenarios that are inherently routine. The authors relate how three companies have been successful at injecting fun into seemingly neutral environments</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080606091</subfield>
      <subfield code="a">Estrategia empresarial</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080606787</subfield>
      <subfield code="a">Innovación empresarial</subfield>
    </datafield>
    <datafield tag="650" ind1="0" ind2="1">
      <subfield code="0">MAPA20080598877</subfield>
      <subfield code="a">Satisfacción laboral</subfield>
    </datafield>
    <datafield tag="650" ind1="0" ind2="1">
      <subfield code="0">MAPA20080555313</subfield>
      <subfield code="a">Motivación</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080571566</subfield>
      <subfield code="a">Casos prácticos</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080593483</subfield>
      <subfield code="a">Servicio al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1="1" ind2="1">
      <subfield code="0">MAPA20080594312</subfield>
      <subfield code="a">Ventaja competitiva</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080002367</subfield>
      <subfield code="a">Rao, Jay</subfield>
    </datafield>
    <datafield tag="773" ind1="0" ind2=" ">
      <subfield code="w">MAP20077000185</subfield>
      <subfield code="d">Boston</subfield>
      <subfield code="g">nº 1,Vol. 45, Fall 2003 ; p. 93-95</subfield>
      <subfield code="t">Sloan Management Review</subfield>
    </datafield>
  </record>
</collection>