Index

Abercrombie & Fitch, 159

Accenture, 22

A.C. Nielsen Company, 174

ACSI. See American Customer Satisfaction Index

advertising, 17, 28, 82, 109, 114–115, 126–127, 154, 164

Airbnb, 39

Alibaba, 157

Alibaba.com, 27, 46

ALS Foundation, 32

Amazon.com, Inc., 30, 47, 67, 73, 74, 87

American Customer Satisfaction Index (ACSI), 126

American Express Company, 32

Apple, 154, 165

Apple Watch, 22

Arizona State University, 115

assurance, as service experience, 13

Bebo, 154

benchmarking, 112, 119–120

Better Business Bureau, 143

big data, vi, 22–23, 26–27, 123–125, 151

Birchbox, 48

Blablacar, 39

blogging, 5

Boy Scout popcorn, 74

brand equity, 72–74, 165–168

brand promise, 113, 163, 165

brand/user communities, 30–31

branding and communications, 165–168

business ...

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