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Surprise! by Vincent P. Magnini

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Introduction

The good stuff…

Some research is not worth the paper it is written on. It is ill-prepared and has no real implications for how we conduct business or live our lives. Some other research shapes our world and benefits us immensely. The good research helps us to live longer, be more productive, be happier, and have more fulfilling lives.

The trick lies in differentiating between the good and the bad.

In my roles as both a professor and a business consultant, I search for the valuable research findings. In doing so, the good stuff has been located that can improve how service businesses take care of their customers. Any service business can benefit from the message in this book: accounting to airline, entertainment to engineering, hotel ...

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