Contents
Part IYour Customers Are Usually Not Paying Attention
Chapter 3Stories From the Hotel Sector
Chapter 4Surprises in Many Forms
Part IIIGenerating Surprise Ideas: An Employee’s Perspective
Chapter 6Employees’ Motivation to Surprise
Chapter 7Employees’ Ability to Surprise
Chapter 8Expertise Awareness in Organizational Relationships
Chapter 9Expertise Access in Organizational Relationships
Part IVGenerating Surprise Ideas: A Customer’s Perspective
Chapter 10Rapport Building With Your Customers
Chapter 11Feedback From Your Customers
Chapter 12Scanning the Business Environment for Surprise Ideas
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