Four
1 Dave Elzinga, Susan Mulder, and Ole Jorgen Vetvik, “The Consumer Decision Journey,” McKinsey Quarterly 3 (2009): 96–97.
2 Jason Clampet, “Skift State of Travel 2016: Hyatt Hotels’ CEO on a New Perspective on the Hospitality Industry,” video, 15:14, posted by Skift, https://skift.com/2015/11/10/video-hyatt-hotels-ceo-on-a-new-perspective-on-the-hospitality-industry/ (accessed May 19, 2016). Subsequent Hoplamazian quotations in this chapter are from this conversation.
3 Ibid.
4 Ibid.
5 Francis T. (Fay) Vincent, “Between the Notes,” America: The National Catholic Review, November 5, 2001, http://americamagazine.org/issue/349/other-things/between-notes (accessed May 19, 2016).
6 Sarah White, Principles of Marketing (San Diego, CA: Bridgepoint Education, 2012).
7 Marketing Leadership Council and Google, “From Promotion to Emotion: Connecting B2B Customers to Brands,” Corporate Executive Board Company, https://www.cebglobal.com/content/dam/cebglobal/us/EN/best-practices-decision-support/marketing-communications/pdfs/promotion-emotion-whitepaper-full.pdf (accessed June 8, 2016).
8 Antonio Damasio, Descartes’ Error: Emotion, Reason, and the Human Brain (New York: Penguin, 2005).
9 Sam Nathan and Karl Schmidt, Think with Google, “From Promotion to Emotion: Connecting B2B Customers to Brands,” https://www.thinkwithgoogle.com/articles/promotion-emotion-b2b.html (accessed October 2013).
10 Elizabeth Dunn and Michael Norton, Happy Money: The Science of Happier Spending (New York: Simon & Schuster, 2013), 83.
11 Jennifer Edson Escalas, “Narrative Processing: Building Consumer Connections to Brands,” Journal of Consumer Psychology 14, no. 1 (2004): 168–70.
12 Nicole Laporte, “Most Innovative Companies 2015: HBO for Making Itself the Belle of the Streaming-TV Ball,” Fast Company, February 9, 2015, http://www.fastcompany.com/3039575/most-innovative-companies-2015/hbo (accessed May 19, 2015).
13 Janko Roettgers, “HBO Officially Announces April Launch of HBO Now at Apple Event,” Gigaom, March 9, 2015, https://gigaom.com/2015/03/09/hbo-officially-announces-launch-of-hbo-now-at-apple-event/ (accessed May 19, 2016).
14 Jerry Maguire, directed by Cameron Crowe, TriStar Pictures, 1996.