Handbook Of Research On Customer Loyalty

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Handbook of Research on Customer Loyalty

Keeling, Debbie I.,de Ruyter, Ko,Cox, David
Handbook of Research on Customer Loyalty Book PDF

Author : Keeling, Debbie I.,de Ruyter, Ko,Cox, David
Publisher : Edward Elgar Publishing
Page : 384 pages
File Size : 42,5 Mb
Release : 2022-07-19
Category : Business & Economics
ISBN : 9781800371637

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Handbook of Research on Customer Loyalty by Keeling, Debbie I.,de Ruyter, Ko,Cox, David Pdf

Identifying customer loyalty as a crucial success factor in contemporary marketing thinking and practice, this innovative Handbook incorporates a rich collection of perspectives on the current topics and research-driven practices in the field. Leading scholars offer an insightful reimagining of the research methods, metrics, and designs for the future of measuring and predicting customer loyalty.

The Handbook of Customer Satisfaction and Loyalty Measurement

Nigel Hill,Jim Alexander
The Handbook of Customer Satisfaction and Loyalty Measurement Book PDF

Author : Nigel Hill,Jim Alexander
Publisher : Routledge
Page : 349 pages
File Size : 44,6 Mb
Release : 2017-03-02
Category : Business & Economics
ISBN : 9781351888554

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The Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill,Jim Alexander Pdf

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.

Researching Customer Satisfaction & Loyalty

Paul Szwarc
Researching Customer Satisfaction Loyalty Book PDF

Author : Paul Szwarc
Publisher : Kogan Page Publishers
Page : 276 pages
File Size : 50,7 Mb
Release : 2005
Category : Business & Economics
ISBN : 0749443367

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Researching Customer Satisfaction & Loyalty by Paul Szwarc Pdf

It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research.

Handbook of Research on Customer Engagement

Linda D. Hollebeek,David E. Sprott
Handbook of Research on Customer Engagement Book PDF

Author : Linda D. Hollebeek,David E. Sprott
Publisher : Edward Elgar Publishing
Page : 544 pages
File Size : 49,6 Mb
Release : 2019
Category : Business & Economics
ISBN : 9781788114899

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Handbook of Research on Customer Engagement by Linda D. Hollebeek,David E. Sprott Pdf

Customer engagement is now a critical research priority in contemporary marketing. In this Handbook, a cadre of international scholars offer an overview of current research on this rapidly growing field of study.

Handbook of Research on Customer Equity in Marketing

V. Kumar,Denish Shah
Handbook of Research on Customer Equity in Marketing Book PDF

Author : V. Kumar,Denish Shah
Publisher : Edward Elgar Publishing
Page : 521 pages
File Size : 44,7 Mb
Release : 2015-01-30
Category : Business & Economics
ISBN : 9781781004982

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Handbook of Research on Customer Equity in Marketing by V. Kumar,Denish Shah Pdf

Customer equity has emerged as the most important metric to manage firm performance. This Handbook covers a broad range of strategic and tactical issues related to defining, measuring, managing, and implementing the customer equity metric for maximizin

Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences

Musso, Fabio,Druica, Elena
Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences Book PDF

Author : Musso, Fabio,Druica, Elena
Publisher : IGI Global
Page : 571 pages
File Size : 42,5 Mb
Release : 2019-10-11
Category : Business & Economics
ISBN : 9781799814139

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Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences by Musso, Fabio,Druica, Elena Pdf

In the world of economics and business, engaging with loyal customers while also seeking out new, potential customers is a must. With the recent advancements of social media technology, these operations have increased the need for more developed methods to mesh consumer-business relationships and retention. The Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences is a thought-provoking reference source that provides vital insight into the application of present-day customer relationship management within the retail industry. While highlighting topics such as digital communication, e-retailing, and social media marketing, this publication explores in-depth merchandiser knowledge as well as the methods behind positive retailer-consumer relationships. This book is ideally designed for managers, executives, CEOs, sales professionals, marketers, advertisers, brand managers, retail experts, academicians, researchers, and students.

Handbook of Research on Retailer-Consumer Relationship Development

Musso, Fabio
Handbook of Research on Retailer Consumer Relationship Development Book PDF

Author : Musso, Fabio
Publisher : IGI Global
Page : 625 pages
File Size : 52,9 Mb
Release : 2014-05-31
Category : Business & Economics
ISBN : 9781466660755

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Handbook of Research on Retailer-Consumer Relationship Development by Musso, Fabio Pdf

Though based on an economic transition, retailer-consumer relationship is also influenced by non-economic factors and is a context of social interaction. With the emergence of modern merchandising techniques and a rise in large retail companies, consumers have become increasingly vigilant of practice within the retail industry. Handbook of Research on Retailer-Consumer Relationship Development offers a complete and updated overview of various perspectives relating to customer relationship management within the retail industry and stimulates the search for greater integration of these views in further research. Offering different angles to analyze the exchange between the retailer and the consumer, this handbook is a valuable tool for professionals and scholars seeking to upgrade their knowledge, as well as for upper-level students.

Handbook of Customer Satisfaction and Loyalty Measurement

Nigel Hill,Jim Alexander
Handbook of Customer Satisfaction and Loyalty Measurement Book PDF

Author : Nigel Hill,Jim Alexander
Publisher : Routledge
Page : 128 pages
File Size : 50,5 Mb
Release : 2017-12-15
Category : Electronic
ISBN : 113873005X

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Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill,Jim Alexander Pdf

This title was first published in 2000: An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained.

Handbook of Research on Retailing

Katrijn Gielens,Els Gijsbrechts
Handbook of Research on Retailing Book PDF

Author : Katrijn Gielens,Els Gijsbrechts
Publisher : Edward Elgar Publishing
Page : 480 pages
File Size : 40,9 Mb
Release : 2018-08-31
Category : Business & Economics
ISBN : 9781786430281

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Handbook of Research on Retailing by Katrijn Gielens,Els Gijsbrechts Pdf

The advent of e-commerce and the rise of hard discounters have put severe pressure on traditional retail chains. Boundaries are blurring: traditional brick & mortar players are expanding their online operations and/or setting up their own discount banners, while the power houses of online retail are going physical, and hard discounters get caught up in the Wheel of Retailing. Even successful companies cannot sit back and rest, but need to prepare for the next wave of change. In the face of this complexity, it is all the more important to take stock of current knowledge, based on insights and experience from leading scholars in the field. What do we know from extant studies, and what are the ensuing best practices? What evolutions are ahead, and will current recipes still work in the future? This Handbook sheds light on these issues.

Customer Loyalty and Brand Management

María Jesús Yagüe Guillén,Natalia Rubio
Customer Loyalty and Brand Management Book PDF

Author : María Jesús Yagüe Guillén,Natalia Rubio
Publisher : MDPI
Page : 122 pages
File Size : 42,5 Mb
Release : 2019-09-23
Category : Business & Economics
ISBN : 9783039213351

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Customer Loyalty and Brand Management by María Jesús Yagüe Guillén,Natalia Rubio Pdf

Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).

Customer Satisfaction Research Management

Derek R. Allen
Customer Satisfaction Research Management Book PDF

Author : Derek R. Allen
Publisher : Quality Press
Page : 265 pages
File Size : 51,7 Mb
Release : 2004-02-11
Category : Business & Economics
ISBN : 9780873893350

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Customer Satisfaction Research Management by Derek R. Allen Pdf

Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.

Handbook on Research in Relationship Marketing

Robert M. Morgan,Janet Turner Parish,George Deitz
Handbook on Research in Relationship Marketing Book PDF

Author : Robert M. Morgan,Janet Turner Parish,George Deitz
Publisher : Edward Elgar Publishing
Page : 353 pages
File Size : 44,8 Mb
Release : 2015-01-30
Category : Business & Economics
ISBN : 9781783478637

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Handbook on Research in Relationship Marketing by Robert M. Morgan,Janet Turner Parish,George Deitz Pdf

The Handbook on Research in Relationship Marketing includes contributions from relationship marketing experts in business-to-business, business-to-consumer, global services, technology and a variety of other contexts of practice. Academics, students, a

Handbook of Service Marketing Research

Roland T. Rust,Ming-Hui Huang
Handbook of Service Marketing Research Book PDF

Author : Roland T. Rust,Ming-Hui Huang
Publisher : Edward Elgar Publishing
Page : 629 pages
File Size : 49,5 Mb
Release : 2014-02-28
Category : Business & Economics
ISBN : 9780857938855

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Handbook of Service Marketing Research by Roland T. Rust,Ming-Hui Huang Pdf

The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy

Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry

Rozenes, Shai,Cohen, Yuval
Handbook of Research on Strategic Alliances and Value Co Creation in the Service Industry Book PDF

Author : Rozenes, Shai,Cohen, Yuval
Publisher : IGI Global
Page : 507 pages
File Size : 55,7 Mb
Release : 2017-01-06
Category : Business & Economics
ISBN : 9781522520856

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Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry by Rozenes, Shai,Cohen, Yuval Pdf

Value creation is a pivotal aspect of the modern business industry. By implementing these strategies into initiatives and processes, deeper alliances between customers and organizations can be established. The Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry is a comprehensive source of scholarly material on frameworks for the effective management of value co-creation in contemporary business contexts. Highlighting relevant perspectives across a range of topics, such as public relations, service-dominant logic, and consumer culture theory, this publication is ideally designed for professionals, researchers, graduate students, academics, and practitioners interested in emerging developments in the service industry.

Customer Loyalty

S. Robinson,L. Etherington
Customer Loyalty Book PDF

Author : S. Robinson,L. Etherington
Publisher : Springer
Page : 174 pages
File Size : 47,9 Mb
Release : 2005-11-07
Category : Business & Economics
ISBN : 9780230513037

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Customer Loyalty by S. Robinson,L. Etherington Pdf

The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.