CRM
CRM

Author: Roger Joseph Baran

Publisher: Routledge

Published: 2013

Total Pages: 406

ISBN-13: 0415896568

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This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.

Consumer Behaviour
Consumer Behaviour

Author: Robert East

Publisher: SAGE

Published: 2016-11-26

Total Pages: 508

ISBN-13: 1473988039

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Extending beyond a basic psychological approach to Consumer Behaviour, this text provides an empirical understanding of the subject and will be of particular appeal to those of the Ehrenberg-Bass tradition and those who view Marketing as a science. The third edition maintains a strong focus on the use of research, helping students to develop analytical and evidence-based thinking in marketing and to take into consideration not just the individual but also the marketing environment. New examples and research findings have been included with special attention paid to the digital environment, including online consumer behaviour and research. Suitable for upper undergraduate and postgraduate students taking courses in consumer behaviour, as well as doctoral candidates with a focus on consumer behaviour.

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.

Handbook of Economic Psychology
Handbook of Economic Psychology

Author: W.F. Van Raaij

Publisher: Springer Science & Business Media

Published: 2013-03-09

Total Pages: 673

ISBN-13: 9401577919

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The idea to publish a Handbook of Economic Psychology came up as a natural consequence of a discussion concerning appropriate reading material for courses in economic psychology. The discussion took place a few years ago in the Department of Economic Psychology at Tilburg University, The Netherlands. It was noted that there was a surprising lack of collections of pertinent readings, to say nothing about the lack of textbooks in the English language. So the present editors, who had been involved in the discussion, decided to start working on a Handbook. The situation has changed quite a lot since then. There are now a number of books, internationally available in the English language, in economic psy chology or behavioral economics. The interest in this field of study is expanding quite impressively. The Journal of Economic Psychology is now (1988) in its ninth volume and many other journals are publishing articles in the field. The application of psychological theories and methods to economic prob lems or the study of economic experiences and behavior is variously referred to as economic psychology or behavioral economics. While in principle we do not want to overdo the differences between the two, we have a feeling that economic psychology has a slightly stronger flavor of psychology than behavioral economics which in its turn seems to be closer to economics. Psychologists tend to feel more at home in economic psychology, while economists seem to favor behavioral economics.

Proceedings of the 1983 Academy of Marketing Science (AMS) Annual Conference
Proceedings of the 1983 Academy of Marketing Science (AMS) Annual Conference

Author: John C. Rogers III

Publisher: Springer

Published: 2015-06-26

Total Pages: 665

ISBN-13: 3319169378

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This volume includes the full proceedings from the 1983 Academy of Marketing Science (AMS) Annual Conference held in Miami, Florida. It provides a variety of quality research in the fields of marketing theory and practice in areas such as consumer behaviour, marketing history marketing management, marketing education, industrial marketing and international marketing, 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.

The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism
The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism

Author: Saurabh Kumar Dixit

Publisher: Taylor & Francis

Published: 2017-04-07

Total Pages: 484

ISBN-13: 1317334701

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Consumer behaviour is one of the most explored topics in tourism and hospitality marketing, interchangeably denoted by the terms ‘traveller behaviour’, ‘tourist behaviour’ or ‘guest behaviour’. Consumer behaviour acts as an origin for every tourism and hospitality marketing activity. It offers an understanding of why people tend to choose certain products or services and what sort of factors influence them in making their decision. The decision process of buying tourism products or services takes time, because they are mostly intangible in nature due to which there are many risks involved in their buying process. The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism aims to explore and critically examine current debates, critical reflections of contemporary ideas, controversies and pertinent queries relating to the rapidly expanding discipline of consumer behaviour in hospitality and tourism. The Handbook offers a platform for dialogue across disciplinary and national boundaries and areas of study through its diverse coverage. It is divided into six parts: Part I offers an overview of consumer behaviour; Part II focuses on the service quality perspectives of consumer behaviour; Part III deliberates on customer satisfaction and consumer behaviour linkages; Part IV explores the re-patronage behaviour of consumers; Part V addresses the vital issues concerning online consumer behaviour; and Part VI elaborates upon other emerging paradigms of consumer behaviour. Although there is no dearth of empirical studies on different viewpoints of consumer behaviour, there is a scarcity of literature providing conceptual information. The present Handbook is organised to offer a comprehensive theoretical body of knowledge narrating consumer behaviour, especially for hospitality and tourism businesses and operations. It attempts to fill this research gap by offering a 'globalised' volume comprising chapters organised using both practical and academic approaches. This Handbook is essential reading for students, researchers and academics of Hospitality as well as those of Tourism, Marketing, International Business and Consumer Behaviour.