Lanterna Rally
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Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior
Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behavior
Papers from the ... Annual Conference on Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Satisfaction: A Behavioral Perspective on the Consumer
Author: Richard L. Oliver
Publisher: Routledge
Published: 2014-12-18
Total Pages: 544
ISBN-13: 1317460227
DOWNLOAD EBOOK →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.
Satisfaction: A Behavioral Perspective on the Consumer
Author: Richard L. Oliver
Publisher: Routledge
Published: 2014-12-18
Total Pages: 969
ISBN-13: 1317460219
DOWNLOAD EBOOK →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.
Electronic Customer Relationship Management
Author: Jerry Fjermestad
Publisher: Routledge
Published: 2015-05-15
Total Pages: 281
ISBN-13: 1317472187
DOWNLOAD EBOOK →This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.
End-User Computing: Concepts, Methodologies, Tools, and Applications
Author: Clarke, Steve
Publisher: IGI Global
Published: 2008-02-28
Total Pages: 2622
ISBN-13: 1599049465
DOWNLOAD EBOOK →Covers the important concepts, methodologies, technologies, applications, social issues, and emerging trends in this field. Provides researchers, managers, and other professionals with the knowledge and tools they need to properly understand the role of end-user computing in the modern organization.
Consumer Psychology of Tourism, Hospitality, and Leisure
Author: Arch G. Woodside
Publisher: CABI
Published: 2001
Total Pages: 370
ISBN-13: 9780851998961
DOWNLOAD EBOOK →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.
Handbook of Tourist Behavior
Author: Metin Kozak
Publisher: Routledge
Published: 2009-01-13
Total Pages: 286
ISBN-13: 1135849129
DOWNLOAD EBOOK →In today's highly competitive and global economy, understanding tourist behavior is imperative to success. Tourist behavior has become a cornerstone of any marketing strategy and action. This book provides an overview of such processes and influences and explains the concepts and theories that underlie tourist decision making and behavior.
