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Author: Sunil Mithas, M. S. Krishnan, and Claes Fornell
Publisher:
ISBN:
Category :
Languages : en
Pages : 34
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Book Description
Author: Sunil Mithas, M. S. Krishnan, and Claes Fornell
Publisher:
ISBN:
Category :
Languages : en
Pages : 34
Get Book Here
Book Description
Author: Sunil Mithas
Publisher:
ISBN:
Category :
Languages : en
Pages : 33
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Book Description
Author: Shana Lee Dardan
Publisher:
ISBN:
Category : Information technology
Languages : en
Pages : 320
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Book Description
This dissertation studies the impact of customer-related IT investments on shareholder returns and customer satisfaction and examines the speed at which those technologies are diffused into the publicly held companies of the S & P 500 and the S & P MidCap 400. Customer-related IT investments are defined in this work as information technology investments made with the intention of improving or enhancing the customer experience. The motivation of this research is to understand if these investments increase customer satisfaction, as is their purpose, and to see if the shareholders of the companies who make technology investments perceive IT investing to be a profitable enterprise. The importance of this work is several-fold. It increases the understanding of technology's value to businesses, shareholders, and consumers. In addition, it furthers the understanding of the impacts of customer-related IT investments on business profitability through shareholder returns, and concurrently explores financial tools not usually used in IS research. This work also applies an innovative technique to demand estimation by using public firm announcements of investment into customer-related technologies as a surrogate for demand data. This technique allows demand estimation using a larger data set than would ordinarily be available.
Author: Roland T. Rust
Publisher: Prentice Hall
ISBN: 9780131419292
Category : Customer equity
Languages : en
Pages : 552
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Book Description
This book includes a practical framework with applied cases, and award-winning research.
Author: Don Peppers
Publisher: John Wiley & Sons
ISBN: 1119815347
Category : Business & Economics
Languages : en
Pages : 517
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Book Description
Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
Author: Sunil Mithas
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
This paper studies the effect of aggregate IT investments on customer satisfaction and profits at the firm level. Using data on 109 U.S. firms for the 1994-1996 and 1999-2006 periods, we find that aggregate IT investments have a positive association with customer satisfaction. However, the strength of the relationship varied across the 1994-1996 and 1999-2006 periods. Specifically, IT investments had a more positive influence on customer satisfaction for the 1994-1996 period than for the 1999-2006 period. Conversely, IT investments had a positive effect on profits in the 1999-2006 period but a negative effect in the 1994-1996 period. These findings extend prior discourse in the information systems literature on the role of customer satisfaction as a mechanism that explains how IT-enabled benefits are ldquo;passed on to consumersrdquo; [Rai, A., Patnayakuni, R., and Patnayakuni, N. 1997. quot;Technology investment and business performance,quot; Communications of the ACM (40:7), p. 90]. Our additional exploratory analyses showing that IT investments had stronger effect on perceived quality than on perceived value provide an explanation for some of the observed effects of IT on customer satisfaction and profits. Together, these contributions and implications provide new insights to assess returns on IT investments by focusing on customer satisfaction, an important intangible and leading measure of firm performance, stock returns and stock risk.
Author: Mostafa Hashem Sherif
Publisher: CRC Press
ISBN: 9781420078220
Category : Computers
Languages : en
Pages : 728
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Book Description
Maintaining compatibility among all affected network and application interfaces of modern enterprise systems can quickly become costly and overwhelming. This handbook presents the knowledge and practical experience of a global group of experts from varying disciplines to help you plan and implement enterprise integration projects that respond to bu
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: John Alan Williams
Publisher: Psychology Press
ISBN: 0789024330
Category : Business & Economics
Languages : en
Pages : 220
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Book Description
Co-published simultaneously as Journal of Quality Assurance in Hospitality & Tourism, Volume 4, Numbers 3/4 2003.
Author:
Publisher: John Wiley & Sons
ISBN: 1405161787
Category : Business & Economics
Languages : en
Pages : 1775
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Book Description
With over 300 entries from hundreds of global experts, this is one of the premier marketing reference resources available worldwide. The 6-volume WIEM provides scholars and professionals with an international guide to marketing concepts and applications The far-reaching new developments, challenges and opportunities that have arisen in recent years are fully reflected in the entries Scholars and professionals will enjoy the flexible, multi-level structure, with entries ranging from topics summaries to short essays reviewing areas of development and debate Entries are further extended by sophisticated cross-referencing both among volumes and between encyclopedia entries and external sources The encyclopedia is also available online For ease of reference, the entries are arranged alphabetically within each of the subject volumes. Designed to encompass the scope of modern marketing, the volumes cover: Volume 1: Marketing Strategy Volume 2: Marketing Research Volume 3: Consumer Behavior Volume 4: Advertising and Integrated Communication Volume 5: Product Innovation and Management Volume 6: International Marketing
