Unlike all other texts in the field, which emphasize paper documents and outdated practices, only Bovée and Thill present the full range of electronic media that students will need to know to meet employer expectations.
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I think this simple story of how a customer at P.F. Changs got an appetizer and desert bought for her after tweeting about her food is a great example of how small things can make a big difference. I love that this example demonstrates the value of connecting employees and customers through social media enabling a more human connection.
