Consumer Satisfaction And Complaining Behaviour

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Satisfaction: A Behavioral Perspective on the Consumer

Richard L. Oliver
Satisfaction A Behavioral Perspective on the Consumer Book PDF

Author : Richard L. Oliver
Publisher : Routledge
Page : 969 pages
File Size : 54,7 Mb
Release : 2014-12-18
Category : Business & Economics
ISBN : 9781317460213

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Satisfaction: A Behavioral Perspective on the Consumer by Richard L. Oliver Pdf

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

H.C. Purohit
Consumer Satisfaction And Complaining Behaviour Book PDF

Author : H.C. Purohit
Publisher : Mittal Publications
Page : 128 pages
File Size : 42,5 Mb
Release : 2004
Category : Consumer complaints
ISBN : 8170999243

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Consumer Satisfaction And Complaining Behaviour by H.C. Purohit Pdf

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.

Complaint Management and Channel Choice

Stefan Garding,Andrea Bruns
Complaint Management and Channel Choice Book PDF

Author : Stefan Garding,Andrea Bruns
Publisher : Springer
Page : 104 pages
File Size : 50,5 Mb
Release : 2015-05-14
Category : Business & Economics
ISBN : 9783319181790

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Complaint Management and Channel Choice by Stefan Garding,Andrea Bruns Pdf

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.

Tourist Satisfaction and Complaining Behavior

Atila Yüksel
Tourist Satisfaction and Complaining Behavior Book PDF

Author : Atila Yüksel
Publisher : Unknown
Page : 0 pages
File Size : 47,9 Mb
Release : 2008
Category : Hospitality industry
ISBN : 1604560029

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Tourist Satisfaction and Complaining Behavior by Atila Yüksel Pdf

Effective Management of customer satisfaction and complaints is essential for organisations in terms of profitability and sustainability. This book details this subject. Organisations, successful in delivering a high level of customer satisfaction, tend to reap the benefits in the form of repeat patronage among existing customer and recruitment of new customers. Empirical and anecdotal evidence suggest that negligence of customer dissatisfaction and inevitable customer complaints might be costly. Research has shown that an unhappy customer will tell on average 9 other people about an unsatisfying experience. Ineffective handling of complaints increases frustration and dissatisfaction, reinforces negative consumer reactions and harms a company's reputation. Management of customer satisfaction particularly in service failure situations hinges largely on an understanding of the formation of satisfaction judgement, the scrutiny of triggers that cause varied customer behaviours in failure situations and devising of customer-driven recovery strategies that would yield preferred behaviours. In other words, that execution of customer satisfaction and handling of customer complaints depend heavily on actionable information (i.e., feedback gathered from valid and continuous measurement) should not be an overstatement. Thus, departing from the absence of a comprehensive treatment, this research based book attempts to fill the gap by addressing seven theoretically and managerially important issues.

Contemporary Tourist Behaviour, 2nd Edition

David Bowen
Contemporary Tourist Behaviour 2nd Edition Book PDF

Author : David Bowen
Publisher : CABI
Page : 278 pages
File Size : 50,8 Mb
Release : 2022-04-26
Category : Business & Economics
ISBN : 9781786391698

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Contemporary Tourist Behaviour, 2nd Edition by David Bowen Pdf

This fully updated edition responds to themes emerging over the decade since publication of the first edition and transmits the content into the 2020s. The themes include technological change, ethical consumption, and the tourist response to health risk, political instability and other uncertainty. Examples are introduced from all parts of the world, capturing the explosion of research on tourist behaviour, to produce a text that is strong both on theory and practical application. This is the go-to text for students and academics interested in tourist behaviour both from within the tourism field and from other fields and disciplines.