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Author: Stefan Garding
Publisher: Springer
ISBN: 3319181793
Category : Business & Economics
Languages : en
Pages : 113
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Book Description
This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.
Author: Stefan Garding
Publisher: Springer
ISBN: 3319181793
Category : Business & Economics
Languages : en
Pages : 113
Get Book Here
Book Description
This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.
Author: Sarah Cook
Publisher: Kogan Page Publishers
ISBN: 074946531X
Category : Business & Economics
Languages : en
Pages : 208
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Book Description
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Author: Bernd Stauss
Publisher: Springer
ISBN: 3319987054
Category : Business & Economics
Languages : en
Pages : 496
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Book Description
This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Author: Linda M. Collins
Publisher: John Wiley & Sons
ISBN: 111821076X
Category : Mathematics
Languages : en
Pages : 273
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Book Description
A modern, comprehensive treatment of latent class and latent transition analysis for categorical data On a daily basis, researchers in the social, behavioral, and health sciences collect information and fit statistical models to the gathered empirical data with the goal of making significant advances in these fields. In many cases, it can be useful to identify latent, or unobserved, subgroups in a population, where individuals' subgroup membership is inferred from their responses on a set of observed variables. Latent Class and Latent Transition Analysis provides a comprehensive and unified introduction to this topic through one-of-a-kind, step-by-step presentations and coverage of theoretical, technical, and practical issues in categorical latent variable modeling for both cross-sectional and longitudinal data. The book begins with an introduction to latent class and latent transition analysis for categorical data. Subsequent chapters delve into more in-depth material, featuring: A complete treatment of longitudinal latent class models Focused coverage of the conceptual underpinnings of interpretation and evaluationof a latent class solution Use of parameter restrictions and detection of identification problems Advanced topics such as multi-group analysis and the modeling and interpretation of interactions between covariates The authors present the topic in a style that is accessible yet rigorous. Each method is presented with both a theoretical background and the practical information that is useful for any data analyst. Empirical examples showcase the real-world applications of the discussed concepts and models, and each chapter concludes with a "Points to Remember" section that contains a brief summary of key ideas. All of the analyses in the book are performed using Proc LCA and Proc LTA, the authors' own software packages that can be run within the SAS® environment. A related Web site houses information on these freely available programs and the book's data sets, encouraging readers to reproduce the analyses and also try their own variations. Latent Class and Latent Transition Analysis is an excellent book for courses on categorical data analysis and latent variable models at the upper-undergraduate and graduate levels. It is also a valuable resource for researchers and practitioners in the social, behavioral, and health sciences who conduct latent class and latent transition analysis in their everyday work.
Author: Cheng Lu Wang
Publisher: Springer Nature
ISBN: 3031149610
Category : Business & Economics
Languages : en
Pages : 1070
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Book Description
Interactive marketing, as one of the fastest growing academic fields in contemporary business world, is the multi-directional value creation and mutual-influence marketing process through active customer connection, engagement, participation and interaction. Contemporary interactive marketing has moved beyond the scope of direct marketing or digital marketing, as the market is becoming a forum for conversations and interactions among connected actors or participants in platform ecosystems. The advancement of mobile technology with interactive content and personalized experience makes interactive marketing the new normal in the business world. This handbook contains the most comprehensive and cutting-edge knowledge in the interactive marketing field. The 41 chapters that are divided into eight sections cover all aspects of contemporary interactive marketing realm, including social media and influencer marketing, big data and machine learning in predictive analytics, mobile marketing and proximity marketing, interactive digital marketing and Omnichannel marketing, AI, VR and AR in business applications. With a focal point on interactive marketing, this handbook takes a multidiscipline perspective, from new technology innovations, social media and platform application, economic and cultural impacts, social and psychological analysis, and management and information system. This book provides a timely and comprehensive textbook companion and/or course project resource for college educators and students used for variety of graduate and undergraduate marketing courses, such as Digital Marketing, Internet Marketing, Social Media Marketing, New Media Communication, Marketing Analytics and Marketing Management, etc. It offers valuable references for academic researchers who are interesting conducting and publishing in interactive marketing research. The state-of-art review and emerging new trends presented in the book are particularly useful for research idea generation and conceptual development. The book also putts forward insightful guidelines and practical tools for business management in the application of new interactive marketing strategies and applications in the real world practices. Chapter 41 “Ethical Considerations in Gamified Interactive Marketing Praxis” is available open access under a Creative Commons Attribution 4.0 International License via link.springer.com.
Author: Alex M. Susskind
Publisher: Cornell University Press
ISBN: 1501736531
Category : Business & Economics
Languages : en
Pages : 229
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Book Description
"The Next Frontier of Restaurant Management is of the highest quality and appropriate for Service Management courses at the graduate level." ― (Richard Ghiselli, Purdue University) The Next Frontier of Restaurant Management brings together the latest research in hospitality studies to offer students, hospitality executives, and restaurant managers the best practices for restaurant success. Alex M. Susskind and Mark Maynard draw on their experiences as a hospitality educator and a restaurant industry leader, respectively, to guide readers through innovative articles that address specific aspects of restaurant management: * Creating and preserving a healthy company culture * Developing and upholding standards of service * Successfully navigating guest complaints to promote loyalty * Creating a desirable (and profitable) ambiance * Harnessing technology to improve guest and employee experiences * Mentoring employees Maynard and Susskind detail the implementation of effective customer management and staff training, design elements such as seating and lighting, the innovative use of data to improve the guest experience, and both consumer-oriented and operation-based technologies. They conclude with a discussion of the human factor that is the foundation of the hospitality industry and the importance of a healthy workplace culture. As Susskind and Maynard show, successful restaurants don't happen by accident.
Author: S. Umit Kucuk
Publisher: Springer
ISBN: 3030003809
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
This book focuses on the concept of “brand hate” and consumer negativity in today’s digital markets. It explores the emotional detachment consumers generate against valued brands and how negative experiences affect their and other consumers' loyalty. It is almost impossible not to run into hateful language about companies and their brands in today’s digital consumption spaces. Consumer hostility and hate is not hidden and silent anymore but is now openly shared on many online anti-brand websites, consumer social networking sites, and complaint and review boards. The book defines consumer brand hate and discusses its dimensions, antecedents, and consequences as well as the semiotics and legality of such brand hate activities based on current brand dilution arguments. It describes the situations which lead to anti-branding and how consumers choose to express their dissatisfaction with a company on individual and social levels. This newly updated edition discusses recent research findings from brand hate literature with new cases and extended managerial analysis. Thus, the book provides strategic perspectives on how to handle such situations to achieve better functioning markets for scholars and practitioners in marketing, psychology, and consumer behavior.
Author: Jay Kandampully
Publisher: Springer Science & Business Media
ISBN: 1461415535
Category : Business & Economics
Languages : en
Pages : 341
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Book Description
“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University
Author: Reddick, Christopher G.
Publisher: IGI Global
ISBN: 1615209328
Category : Computers
Languages : en
Pages : 552
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Book Description
"This book examines the role that citizens play in the development of electronic government or e-government,specifically focusing on the impact of e-government and citizens, exploring issues of policy and management in government"--Provided by publisher.
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
Category : Business & Economics
Languages : en
Pages : 274
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Book Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
