Personal Characteristics as Moderators of the Relationship Between Customer Satisfaction and Loyalty
Author: Christian Homburg
Publisher:
Published: 1999
Total Pages: 64
ISBN-13: 9783893332137
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Satisfaction: A Behavioral Perspective on the Consumer
Author: Richard L. Oliver
Publisher: Routledge
Published: 2014-12-18
Total Pages: 740
ISBN-13: 1317460219
DOWNLOAD EBOOKDesigned 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.
The Reign of the Customer
Author: Claes Fornell
Publisher: Springer Nature
Published: 2020-03-27
Total Pages: 217
ISBN-13: 3030135624
DOWNLOAD EBOOKWith major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) – invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.
Customer Loyalty and Supply Chain Management
Author: Ivan Russo
Publisher: Routledge
Published: 2017-08-03
Total Pages: 144
ISBN-13: 1351669362
DOWNLOAD EBOOKMany business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties—particularly suppliers, manufacturers, retailers, dealers, customers—involved in achieving customer’s needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context.
The Cornell School of Hotel Administration Handbook of Applied Hospitality Strategy
Author: Cathy A. Enz
Publisher: SAGE
Published: 2010-07-14
Total Pages: 1081
ISBN-13: 1412905907
DOWNLOAD EBOOKThis state-of-the-art handbook approaches the topics of hospitality strategy with an emphasis on immediate application of ideas to current practice. Top hospitality scholars make original contributions with the inclusion of senior level executives input, insights and current best practices. By incorporating the latest research and thinking on various strategic topics with the commentary and insights of successful executives this handbook blends cutting edge ideas and comprehensive reviews of the subject with innovative illustrations and examples from practice. The strength of the handbook is its combination of academic rigour and hospitality application. The handbook will have a clear reference orientation and focus on key topical issues and problem of interest to practitioners and advanced students of hospitality strategy.
Competitive Advantages through Clusters
Author: Saša Šarić
Publisher: Springer Science & Business Media
Published: 2012-03-31
Total Pages: 251
ISBN-13: 3834935549
DOWNLOAD EBOOKThe world over, clusters are home to leading firms and institutions that compete on the edge of technology. They can be found in developed and developing countries alike and comprise such famous ones as Silicon Valley, London ‟s financial center, ceramic tile and fashion in north Italy, wine in Bordeaux, automotive in Stuttgart and Munich, software in Bangalore, and manufacturing in China ‟s Pearl-river delta. Today they are studied by a variety of scholars from different fields including economists, social scientists, and strategists, but also by a growing number of business practitioners and policy makers.3 As a result, knowledge on the capacity of clusters to promote regional economic development and national prosperity and the role of local industrial policy in creating new clusters has increased rapidly in recent years The present research is best described as being exploratory in nature. It elaborates and extends existing theory. By doing so, it takes up a distinct position within scientific theory that is defined by three levels of analysis: (1) the meta-methodological level, (2) the methodological level, and (3) the theoretical level.
Frontiers of Business, Management and Economics
Author: Mehran Nejati
Publisher: Universal-Publishers
Published: 2013-06-05
Total Pages: 412
ISBN-13: 161233265X
DOWNLOAD EBOOKThis edited book is a compilation of research studies conducted in the areas of business, management and economics. These cutting-edge articles will be of interest to researchers, academics, and business managers.
Reputation Management Techniques in Public Relations
Author: Erdemir, Ayse
Publisher: IGI Global
Published: 2018-01-26
Total Pages: 451
ISBN-13: 1522536205
DOWNLOAD EBOOKReputation is becoming an imperative business function that influences strategic decisions including the direction of a business plan and how an organization should be communicating with its stakeholders and publics. It is crucial for an organization to measure public relations outputs and outcomes as well as measuring established and developing relationships. Reputation Management Techniques in Public Relations is a critical scholarly resource that examines public relations strategies, such as employing media plans, determining communication channels, setting objectives, choosing the right promotional programs and message strategies, budgeting and assessing the overall effectiveness of a company’s public relations strategy. Featuring coverage on a broad range of topics, such as brand and customer communications, corporate social responsibility, and leadership, this book is geared towards practitioners, professionals, and scholars seeking current research on reputation management.
Engaging With Stakeholders
Author: Adam Lindgreen
Publisher: Routledge
Published: 2018-08-15
Total Pages: 453
ISBN-13: 0429833393
DOWNLOAD EBOOKEngaging with Stakeholders: A Relational Perspective on Responsible Business contends that meaningful and constructive stakeholder engagement efforts should be rooted in a deep relational process of shared understanding, expectations, and viewpoints, through honest, continued dialogue between stakeholders and company management. This anthology follows and reaffirms this view, which also establishes the increasing need to explore the subtleties of how companies can respectfully engage their stakeholders in ways that reflect the corporate strategy and contribute to the ongoing development of business activities and creation of value, for themselves and stakeholders, from social, environmental, and economic perspectives. Stakeholder engagement practices, however, remain highly complex and difficult to manage; their ability to generate value in an inclusive way requires critical consideration. Sound stakeholder engagement efforts also constitute a keystone for responsible business activities. Drawing on a wide range of literature and studies, this book addresses key dimensions of stakeholder engagement, through a responsible business lens, and thereby contributes to identifying the opportunities, challenges, and key organizational implications associated with their unfolding. The four main topics covered are: • Delineating the nature and multiple raisons d’être of stakeholder engagement • Dialogical and communicational foundations of stakeholder engagement • Engaging with diverse stakeholders throughout the value chain • Reaping organizational returns and relational rewards of stakeholder engagement efforts
Sales Excellence
Author: Christian Homburg
Publisher: Springer Science & Business Media
Published: 2012-10-24
Total Pages: 316
ISBN-13: 3642291694
DOWNLOAD EBOOKThis book presents a very novel and strategic approach to Sales Management, an area that has suffered from a lack of sophistication in practice. This content-rich and thought-provoking book has a very unique positioning: It considers the sales performance of an organization at a very high, strategic level and offers specific guidance in managing not just a few direct reports but an entire organization?s sales function. The book includes many useful tools and guidelines and is enhanced with numerous examples that help bring the concepts to life and make them very approachable for the trade market. A checklist-based scoring system that is utilized throughout the book allows readers to specifically evaluate their own company as well as to track its progress as concepts are applied over time. This work is an essential resource and thought-provoking read for ambitious Sales Managers, including CEO-level executives.
