We hope the readers of this book will find it useful, both as customers and as people who think about customers.
No book is an island, and we are grateful to the community of contributors that helped produce it. First, we thank our agent, Jim Levine, who saw its promise, and Jill Totenberg, who supported our early vision. Our editor, Karen Murphy, has guided us from proposal to final form, and we are grateful. Noel Weyrich and Bruce Tucker ably helped us develop the shape and voice of the text, as well as encouraged us to hone and focus our ideas. We thank them each for their thoughtful and constructive guidance.
Much of the most relevant academic research on the warmth and competence model comes from Nicolas Kervyn, who was a ...