Chapter 1: Introduction
1 Leonardo da Vinci (1452–1519), an Italian artist, scientist and engineer. He was an all-round genius whose paintings and inventions changed the world. http://www.bbc.co.uk/science/leonardo/ (accessed 4th February 2013).
2 This statistic is quoted at Engaged Marketing: Our thinking. http://www.engagedmarketing.com.au/our-thinking.html (accessed 1st August 2013).
3 Ipsos Mori article. Consumers voting with their feet: Nearly one in six say poor dealings with staff put them off from purchasing. http://www.ipsos-mori.com/researchpublications/researcharchive/1848/Consumers-Voting-With-Their-Feet-Nearly-One-In-Six-Say-Poor-Dealings-With-Staff-Put-Them-Off-From-Purchasing.aspx (accessed 1st August 2013).
4 Dr Kathryn ...