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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