Effective Complaint Management
Effective Complaint Management

Author: Bernd Stauss

Publisher: Springer

Published: 2019-01-31

Total Pages: 496

ISBN-13: 3319987054

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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.

Satisfaction: A Behavioral Perspective on the Consumer
Satisfaction: A Behavioral Perspective on the Consumer

Author: Richard L. Oliver

Publisher: Routledge

Published: 2014-12-18

Total Pages: 544

ISBN-13: 1317460227

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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.

Consumer Satisfaction And Complaining Behaviour
Consumer Satisfaction And Complaining Behaviour

Author: H.C. Purohit

Publisher: Mittal Publications

Published: 2004

Total Pages: 128

ISBN-13: 9788170999249

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Aims To Identity The Determinants Of Satisfaction And In Order To Test The Strength Of Relationship To Develop A Model Which Can Help Predict Satisfaction Behaviour At The Time Of Purchase. The Model Prepared Has Been Tested With The Help Of Logistic Regression. Five Chapters A Questionaire And A Useful Bibliography.

The Handbook of Marketing Research
The Handbook of Marketing Research

Author: Rajiv Grover

Publisher: SAGE

Published: 2006-06-23

Total Pages: 721

ISBN-13: 141290997X

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The Handbook of Marketing Research comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented firm.

Consumer Psychology of Tourism, Hospitality, and Leisure
Consumer Psychology of Tourism, Hospitality, and Leisure

Author: Arch G. Woodside

Publisher: CABI

Published: 2001

Total Pages: 370

ISBN-13: 9780851998961

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This book is based on papers given at the 2nd Symposium on Consumer Psychology of Tourism, Hospitality and Leisure (CPTHL) in Vienna in July 2000. The Symposium comprised papers reflecting the progress in consumer psychology theory and research. The Vienna Symposium put special emphasis on consumer decision making for evaluating choice alternatives in tourism, leisure, and hospitality operations. The reports have been arranged into five major compartments.

Web Systems Design and Online Consumer Behavior
Web Systems Design and Online Consumer Behavior

Author: Yuan Gao

Publisher: IGI Global

Published: 2005-01-01

Total Pages: 350

ISBN-13: 9781591403289

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Web Systems Design and Online Consumer Behavior takes and interdisciplinary approach toward systems design in the online environment by providing an understanding of how consumers behave while shopping online and how certain system design elements may impact consumers' perceptions, attitude, intentions, and actual behavior. This book contains theoretical and empirical research from expert scholars in a number of areas including communications, psychology, marketing and advertising, and information systems. This book provides an integrated look at the subject area as described above to further our understanding of the linkage among various disciplines inherently connected with one another in electronic commerce.