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Author: YOUJAE YI
Publisher:
ISBN:
Category :
Languages : en
Pages : 76
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Book Description
Author: YOUJAE YI
Publisher:
ISBN:
Category :
Languages : en
Pages : 76
Get Book Here
Book Description
Author: Valarie A. Zeithaml
Publisher: Marketing Classics Press
ISBN: 161311270X
Category : Business & Economics
Languages : en
Pages : 553
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Book Description
Author: Evangelos Grigoroudis
Publisher: Springer Science & Business Media
ISBN: 1441916407
Category : Business & Economics
Languages : en
Pages : 319
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Book Description
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author: Richard L. Oliver
Publisher: Routledge
ISBN: 1317460227
Category : Business & Economics
Languages : en
Pages : 544
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Book Description
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
Author: Atila Yüksel
Publisher:
ISBN: 9781604560022
Category : Hospitality industry
Languages : en
Pages : 0
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Book Description
Effective Management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. This book details this subject. Organisations, successful in delivering a high level of customer satisfaction, tend to reap the benefits in the form of repeat patronage among existing customer and recruitment of new customers. Empirical and anecdotal evidence suggest that negligence of customer dissatisfaction and inevitable customer complaints might be costly. Research has shown that an unhappy customer will tell on average 9 other people about an unsatisfying experience. Ineffective handling of complaints increases frustration and dissatisfaction, reinforces negative consumer reactions and harms a company's reputation. Management of customer satisfaction particularly in service failure situations hinges largely on an understanding of the formation of satisfaction judgement, the scrutiny of triggers that cause varied customer behaviours in failure situations and devising of customer-driven recovery strategies that would yield preferred behaviours. In other words, that execution of customer satisfaction and handling of customer complaints depend heavily on actionable information (i.e., feedback gathered from valid and continuous measurement) should not be an overstatement. Thus, departing from the absence of a comprehensive treatment, this research based book attempts to fill the gap by addressing seven theoretically and managerially important issues.
Author: Martin Newman
Publisher: Kogan Page Publishers
ISBN: 0749482680
Category : Business & Economics
Languages : en
Pages : 305
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Book Description
FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business. A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
Author: Charles H. Noble
Publisher: Springer
ISBN: 3319130781
Category : Business & Economics
Languages : en
Pages : 462
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Book Description
This volume includes the full proceedings from the 1999 Academy of Marketing Science (AMS) Annual Conference held in Coral Gables, Florida. The research and presentations contained in this volume cover many aspects of marketing science including marketing strategy, consumer behaviour, international marketing, advertising, marketing education, among others. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Author: Anne Hakansson
Publisher: Springer Science & Business Media
ISBN: 3642135250
Category : Mathematics
Languages : en
Pages : 354
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Book Description
Research in multi-agent systems offers a promising technology for problems with networks, online trading and negotiations but also social structures and communication. This is a book on agent and multi-agent technology for internet and enterprise systems. The book is a pioneer in the combination of the fields and is based on the concept of developing a platform to share ideas and presents research in technology in the field and application to real problems. The chapters range over both applications, illustrating the possible uses of agents in an enterprise domain, and design and analytic methods, needed to provide the solid foundation required for practical systems.
Author: Richard Sharpley
Publisher: Routledge
ISBN: 1000462277
Category : Business & Economics
Languages : en
Pages : 869
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Book Description
Routledge Handbook of the Tourist Experience offers a comprehensive synthesis of contemporary research on the tourist experience. It draws together multidisciplinary perspectives from leading tourism scholars to explore emergent tourist behaviours and motivations. This handbook provides up-to-date, critical discussions of established and emergent themes and issues related to the tourist experience from a primarily socio-cultural perspective. It opens with a detailed introduction which lays down the framework used to examine the dynamic parameters of the tourist experience. Organised into five thematic sections, chapters seek to build and enhance knowledge and understanding of the significance and meaning of diverse elements of the tourist experience. Section 1 conceptualises and understands the tourist experience through an exploration of conventional themes such as tourism as authentic and spiritual experience, as well as emerging themes such as tourism as an embodied experience. Section 2 investigates the new, developing tourist demands and motivations, and a growing interest in the travel career. Section 3 considers the significance, motives, practices and experiences of different types of tourists and their roles such as the tourist as photographer. Section 4 discusses the relevance of ‘place’ to the tourist experience by exploring the relationship between tourism and place. The last section, Section 5, scrutinises the role of the tourist in creating their experiences through themes such as ‘transformations in the tourist role’ from passive receiver of experiences to co-creator of experiences, and ‘external mediators in creating tourist experiences'. This handbook is the first to fill a notable gap in the tourism literature and collate within a single volume critical insights into the diverse elements of the tourist experience today. It will be of key interest to academics and students across the fields of tourism, hospitality management, geography, marketing and consumer behaviour.
Author: Whitworth, Brian
Publisher: IGI Global
ISBN: 1605662658
Category : Computers
Languages : en
Pages : 964
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Book Description
Addresses current issues of research into socio-technical systems (STSs). Provides suggestions on how social knowledge can synergize with technical knowledge.
