Index
acceptance, 202
acquisitions, 197
as response to competition, 203
at Zappos, 214–215
airlines
automated passenger updates by, 82
palatable and unpalatable fees by, 58–62
self-service check-in, 76–77
standardization in, 191
Amazon, 73–74
andon cord, 151
anger, 201
anti-heroes, 3–6
A&P, 74–75
Apple, 28–29
Ariely, Dan, 181–182
Armani Exchange (A/X), 204
arrival variability, 122
artifacts, 162
Asda, 62–64
assumptions
about employees’ jobs, 111
attitude
about customers, 32
attribute maps, 30–45
customer perspective in, 32
customer preferences in, 30
defining attributes for, 35–36
diagonal representation for creating, 31
IKEA, 50
Kiva, 25
marketing vs. operating segments in, 32–36
“need ...
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