Roberta C. Nacif investigates the behavioral consequences of self-service purchases via the Internet. She explores the effects of customers' assessments of self-service encounters experiences (attitudes) and transactional history (prior behavior) on their subsequent purchasing behavior and analyzes customers' decision of whether or not to repurchase from the same retailer and of how much money to spend.
Helene de Laurant has not forgotten how the Earl of Gunthar destroyed her father's castle during Henry II's war with his sons. Apparently neither have her family and friends, for when someone tries to murder Gunthar, every sign points in their direction. Helene realizes the only way to prove her loved ones' innocence is by exposing the true assassin. As Helene and Gunthar spar over the identity of the traitor, fierce determination gives way to mutual attraction. Helene must race against time, and dark secrets of the past, to unmask the would-be killer before the kingdom plunges back into war and takes the life of the man she has unexpectedly learned to love.
The advent of the era of "e-Service," the provision of services over electronic networks like the internet, is one of the dominant business themes of the new millennium. It reflects the fundamental shift in the economy from goods to services and the explosive expansion of information technology. This book provides a collection of different perspectives on e-Service and a unified framework to understand it, even as the business community grapples with the concept. It features contributions from key researchers and practitioners from both the private and public sectors, as well leading scholars from the fields of marketing, information systems, and computer science. They focus on three key areas: the customer-technology interface; e-Service business opportunities and strategies; and public sector e-Service opportunities. The insights they offer will be equally useful to students, scholars, and practitioners.
In this insightful new text, Cristina Ziliani and Marco Ieva trace the evolution of thinking and practice in loyalty management. From trading stamps to Amazon Prime and Alibaba 88 Membership, they present a fresh take on the tools, strategies and skills that underpin its key significance in marketing today. Loyalty management is increasingly identified with the design and management of a quality customer experience on the journey across the many touchpoints that connect the customer with the brand. Evaluating the research on best practice and offering concrete examples from industry, the authors argue that existing schemes and systems are not just things of the past but should be the optimal starting point for companies needing to foster customer loyalty in an omnichannel world. Drawing on 20 years of experience in research, consulting and teaching, the authors have compiled a unique research-based practice-oriented text. It will guide marketers, business leaders and students through the changes in marketing thought and practice on loyalty management as well as offering practical guidance on the skills and capabilities that companies need if they want to be successful at delivering essential loyalty-driving customer experiences.
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.
Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).
The only complete guide to creating and managing successful online promotions Attracting customers and driving sales in today's increasingly crowded, hyper-competitive online marketplace requires sophisticated new promotional techniques using a host of ever-evolving media tools. The first hands-on guide devoted exclusively to the subject, this book tells advertising and marketing professionals what they need to know to create and manage online promotions that pop. Drawing upon his experiences developing online promotions for Fortune 500 clients such as 3Com, AOL, Microsoft, Visa, and Xerox, expert Bill Carmody covers the latest thinking and practices in multi-brand promotions, advertising online promotional campaigns, data-gathering techniques, measuring performance, promotion follow-up, and much more. He also covers a wide range of important related issues, including international and cultural concerns, legal issues, privacy and security, and others.
The recent explosion of digital media, online networking, and e-commerce has generated great new opportunities for those Internet-savvy individuals who see potential in new technologies and can turn those possibilities into reality. It is vital for such forward-thinking innovators to stay abreast of all the latest technologies. Web-Based Services: Concepts, Methodologies, Tools, and Applications provides readers with comprehensive coverage of some of the latest tools and technologies in the digital industry. The chapters in this multi-volume book describe a diverse range of applications and methodologies made possible in a world connected by the global network, providing researchers, computer scientists, web developers, and digital experts with the latest knowledge and developments in Internet technologies.
By implementing effective Web marketing strategies, you can quickly build a successful Web site and business. But how do you take on search engine optimization and search engine marketing to achieve the results you want? Web Marketing For Dummies, 2nd Edition shows you how! This guide helps you apply your marketing knowledge to the Web world, taking you on the path to online marketing success. In this book you’ll find out how to use online tools to spread your marketing message; establish a strong Web presence; promote your site with e-mail marketing, search engine optimization, pay-per-click, and social networking tools; and measure your marketing success. You’ll also discover how to: Craft an online marketing plan, set site goals, and define your market Uncover what makes an effective online storefront and what your site must offer to encourage shoppers Use e-mail marketing effectively and spread the word via e-newsletters Safeguard copyrights, link legally, and use disclaimers, terms of use, and privacy policies Entice customers with video blogs, Webcasts and podcasts, or widgets and gadgets on your site Track site activity with Web analytics, interpret sales statistics, and determine where problems originate Take advantage of search engines where you can submit your site for free Encourage visitors to come back and find subscribers for your online newsletter Utilizing the right online marketing strategies can dramatically boost the success of your Web site and build your business. Web Marketing For Dummies, 2nd Edition makes it easy!
