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Author : Ralph L. Day
Publisher : Unknown
Page : 174 pages
File Size : 46,6 Mb
Release : 1983
Category : Consumer complaints
ISBN : IND:39000009070645
Author : Richard L. Oliver
Publisher : Routledge
Page : 969 pages
File Size : 41,8 Mb
Release : 2014-12-18
Category : Business & Economics
ISBN : 9781317460213
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.
Author : Anonim
Publisher : Unknown
Page : 572 pages
File Size : 54,6 Mb
Release : 2003
Category : Consumer behavior
ISBN : WISC:89099258675
Author : H.C. Purohit
Publisher : Mittal Publications
Page : 128 pages
File Size : 48,7 Mb
Release : 2004
Category : Consumer complaints
ISBN : 8170999243
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.
Author : Anonim
Publisher : Unknown
Page : 628 pages
File Size : 55,7 Mb
Release : 1999
Category : Electronic
ISBN : WISC:89099258691
Author : Ralph L. Day
Publisher : Brigham Young Univ Graduate School
Page : 128 pages
File Size : 55,6 Mb
Release : 1988-07
Category : Business & Economics
ISBN : 0922279012
Author : Anonim
Publisher : Unknown
Page : 166 pages
File Size : 46,8 Mb
Release : 1983
Category : Consumer complaints
ISBN : WISC:89030509053
Author : Anonim
Publisher : Unknown
Page : 112 pages
File Size : 53,9 Mb
Release : 1982
Category : Consumer complaints
ISBN : IND:30000004105502
Author : Ralph L. Day,H. Keith Hunt
Publisher : Unknown
Page : 194 pages
File Size : 44,9 Mb
Release : 1980
Category : Consumer behavior
ISBN : IND:30000001690894
Author : Stefan Garding,Andrea Bruns
Publisher : Springer
Page : 104 pages
File Size : 55,5 Mb
Release : 2015-05-14
Category : Business & Economics
ISBN : 9783319181790
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.
Author : Atila Yüksel
Publisher : Unknown
Page : 0 pages
File Size : 47,8 Mb
Release : 2008
Category : Hospitality industry
ISBN : 1604560029
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.
Author : David Bowen
Publisher : CABI
Page : 278 pages
File Size : 47,7 Mb
Release : 2022-04-26
Category : Business & Economics
ISBN : 9781786391698
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.
Author : Jay D. Lindquist
Publisher : Springer
Page : 488 pages
File Size : 45,5 Mb
Release : 2015-05-18
Category : Business & Economics
ISBN : 9783319169736
This volume includes the full proceedings from the 1984 Academy of Marketing Science (AMS) Annual Conference held in Niagara Falls, New York. It provides a variety of quality research in the fields of marketing theory and practice in areas such as consumer behaviour, marketing management, marketing education, 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.
Author : John P. Demetrion
Publisher : Unknown
Page : 174 pages
File Size : 54,7 Mb
Release : 1984
Category : Consumer complaints
ISBN : WISC:89105670749
Author : Richard L. Oliver
Publisher : Routledge
Page : 544 pages
File Size : 45,9 Mb
Release : 2014-12-18
Category : Business & Economics
ISBN : 9781317460220
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.
