Branded Customer Service: The New Competitive Edge

needs, consumer, 122, 204, 205

negative branding, 84–85

negative incidents, 50–51

negative messages, 210

new product introductions, 42

New Zealand

Employment Relations Authority claim against EDS, 127

Fire Service culture change, 130

Starship Hospital, 22–23

Nieman Marcus, 185

nondifferentiated services/products, 104–105

See also differentiation

nonverbal messages, 19

Nordstrom, 81

novelty, need for, 122