NOTES
Introduction
1. Kate O’Keeffe and Josh Beckerman, “Caesar’s CEO Will Step Down,” Wall Street Journal, February 4, 2015, http://on.wsj.com/1BYc5pk.
Chapter 1
1. James L. Heskett, W. Earl Sasser Jr., and Christopher W. L. Hart, Service Breakthroughs: Changing the Rules of the Game (New York: The Free Press, 1990).
2. Some of the earliest work on elements of the customer value equation examined the influence of outcomes (results) and process (quality of customer experience) on perceptions of a service. See, for example, Mary Jo Bitner, Bernard H. Booms, and M. S. Tetrault, “The Service Encounter: Diagnosing Favourable and Unfavourable Incidents,” Journal of Marketing, January 1990, pp. 71–84. This work influenced our conceptualization of the ...
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