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5. Ray S., Fresh Brothers Pizza in Hollywood Hills, CA, Yelp, April 10, 2014, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed September 7, 2015).
6.
Debbie Goldberg, Fresh Brothers Pizza in Hollywood Hills, CA. Yelp, August 29, 2014, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed September 7, 2015).
7. Chris V., Fresh Brothers Pizza, Hollywood Hills, CA, Yelp, April 28, 2015, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid =BCyG‐1uCaY_dgGVykRwtiw (accessed September 7, 2015).
8. Debbie Goldberg, Fresh Brothers Pizza in Hollywood Hills, CA, Yelp, May 8, 2015, http:// www.yelp.com/biz/fresh-brothers‐hollywood?hrid=BCyG‐1uCaY_dgGVykRwtiw (accessed September 7, 2015).
9. Bente Lilja Bye, Volcanic Eruptions: Science and Risk Management, Science 2.0, May 27, 2011, http://www.science20.com/planetbye/volcanic_eruptions_science_and_risk_ management‐79456 ( 7, 2015).
10. Shaun Smith, Marketing Is a Tax You Pay for Being Unremarkable, Customer Think, April 1, 2008, http://customerthink.com/marketing_tax_being_unremarkable/ ( 7, 2015).
11. Janelle Barlow and Claus Moller, A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (San Francisco: Berrett-Koehler, 2008), Kindle edition.
12. Frederick F. Reichheld and W. Earl Sasser Jr., Zero Defections: Quality Comes to Services, Harvard Business Review, October 1990, https://hbr.org/1990/09/zero-defections-quality-comes to services/ar/1 ( 7, 2015).
13. http://gawker.com/british-writer-tracks-down-teen-who-gave-his-book-a-bad‐1741713016?utm_expid=6686609062.YkETBcIMTk2uX1oytHipyg.0.
14. Jacob Sapochnick, The Social Landscape of 2015: Reflection on SMMW 2015, Enchanting Lawyer, April 6, 2015, http://www.enchantinglawyer.com/social-landscape/ (accessed September 7, 2015).
Andrew P. Turko, Email to Tim Cook Regarding the Launch, MacRumors, April 10, 2015, http://forums.macrumors.com/showthread.php?t=1865424 ( 7, 2015).
15. Guy Winch, The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships, and Enhance Self-Esteem (New York: Walker Publishing Company, 2011), Kindle edition.
16. Ibid.
17. Rob Markey and Fred Reichheld, The Economics of Loyalty, Bain & Company, March 23, 2012, http://www.bain.com/publications/ articles/the-economics of loyalty.aspx ( 7, 2015).
18. Rob Speciale, Twitter, March 11, 2013, https://twitter.com/ RobSpeciale/status/311297618389127168 ( 7, 2015).
19. Discover Financial Services, Twitter, March 11, 2013, https://twitter.com/Discover/status/311299872328384512 (accessed 7, 2015).
20. Rob Speciale, Twitter, March 11, 2013, https://twitter.com/ RobSpeciale/status/311300980841017344 ( 7, 2015).
21. Peter Shankman, Zombie Loyalists (New York: St. Martins Press, 2015), Kindle edition.
22. Winch, The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships, and Enhance Self-Esteem (New York: Walker Publishing Company, 2011), Kindle edition.
23. Mary Shulzhenko, Customers 2020: The Future of B to B Customer Experience (Infographic), Provide Support (blog), April 2, 2015, http://www.providesupport.com/blog/customers‐2020-infographic/ (accessed September 7, 2015).
24. Customers 2020: The Future of B to B Customer Experience, Walker, http://www.walkerinfo.com/Customers2020/ ( 10, 2015).
25. John R. DiJulius III, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (Austin, TX: Greenleaf Book Group Press, 2015), Kindle edition.
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