Synopses & Reviews
Includes bibliographical references (p. 163-172) and index.
Table of Contents
My kingdom for a horse : the key is value -- When is a banana not a banana? : the value experience -- The journey begins : the experience engagement process -- Getting a grip : the product component -- Was it good for you too? : the service component -- Surroundings : the environment component -- The gift : from the customer with love.