Handbook Of Research On The Interplay Between Service Quality And Customer Delight

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Handbook of Research on the Interplay Between Service Quality and Customer Delight

Sarma, Sarmistha,Gupta, Neha
Handbook of Research on the Interplay Between Service Quality and Customer Delight Book PDF

Author : Sarma, Sarmistha,Gupta, Neha
Publisher : IGI Global
Page : 462 pages
File Size : 41,8 Mb
Release : 2023-01-31
Category : Business & Economics
ISBN : 9781668458556

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Handbook of Research on the Interplay Between Service Quality and Customer Delight by Sarma, Sarmistha,Gupta, Neha Pdf

Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Service Quality

Roland T. Rust,Richard L. Oliver
Service Quality Book PDF

Author : Roland T. Rust,Richard L. Oliver
Publisher : SAGE
Page : 201 pages
File Size : 45,8 Mb
Release : 1994
Category : Business & Economics
ISBN : 9780803949201

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Service Quality by Roland T. Rust,Richard L. Oliver Pdf

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

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 : 50,6 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 Promotional Strategies and Consumer Influence in the Service Sector

Panwar, Upendra Singh
Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector Book PDF

Author : Panwar, Upendra Singh
Publisher : IGI Global
Page : 492 pages
File Size : 52,5 Mb
Release : 2016-04-11
Category : Business & Economics
ISBN : 9781522501442

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Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector by Panwar, Upendra Singh Pdf

Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic. The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.

Handbook of Research on Managing and Influencing Consumer Behavior

Kaufmann, Hans-Ruediger
Handbook of Research on Managing and Influencing Consumer Behavior Book PDF

Author : Kaufmann, Hans-Ruediger
Publisher : IGI Global
Page : 573 pages
File Size : 48,8 Mb
Release : 2014-10-31
Category : Business & Economics
ISBN : 9781466665484

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Handbook of Research on Managing and Influencing Consumer Behavior by Kaufmann, Hans-Ruediger Pdf

In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.

Handbook of Research on the Applications of International Transportation and Logistics for World Trade

Ceyhun, Gökçe Çiçek
Handbook of Research on the Applications of International Transportation and Logistics for World Trade Book PDF

Author : Ceyhun, Gökçe Çiçek
Publisher : IGI Global
Page : 578 pages
File Size : 55,9 Mb
Release : 2019-12-06
Category : Business & Economics
ISBN : 9781799813989

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Handbook of Research on the Applications of International Transportation and Logistics for World Trade by Ceyhun, Gökçe Çiçek Pdf

In today’s developing world, international trade is a field that is rapidly growing. Within this economic market, traders need to implement new approaches in order to satisfy consumers’ rising demands. Due to the high level of competition, merchants have focused on developing new transportation and logistics strategies. In order to execute effective transportation tactics, decision makers need to know the fundamentals, current developments, and future trends of intercontinental transportation. The Handbook of Research on the Applications of International Transportation and Logistics for World Trade provides emerging research exploring the effective and productive solutions to global transportation and logistics by applying fundamental and in-depth knowledge together with current applications and future aspects. Featuring coverage on a broad range of topics such as international regulations, inventory management, and distribution networks, this book is ideally designed for logistics authorities, trading companies, logistics operators, transportation specialists, government officials, managers, policymakers, researchers, academicians, and students.

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 : 47,8 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 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 : 44,7 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 Research on Global Hospitality and Tourism Management

Camillo, Angelo A.
Handbook of Research on Global Hospitality and Tourism Management Book PDF

Author : Camillo, Angelo A.
Publisher : IGI Global
Page : 622 pages
File Size : 54,6 Mb
Release : 2015-08-17
Category : Business & Economics
ISBN : 9781466686076

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Handbook of Research on Global Hospitality and Tourism Management by Camillo, Angelo A. Pdf

The tourism industry is a multi-billion dollar enterprise, with more people from all cultures and nationalities choosing to spend their leisure time traveling and visiting new locations. To exploit this burgeoning market, tourism agencies must carefully consider the desires and goals of travelers from around the world. The Handbook of Research on Global Hospitality and Tourism Management contributes to the body of knowledge on travel and tourism by presenting a global view of the hospitality industry, including theoretical research into industry trends as well as case studies from around the world. This handbook provides travel agents, owner-operators, and students and researchers in the hospitality industry with the latest research, findings, and developments in the field. Within this handbook of cutting-edge research, readers will find chapters and cases on topics such as travel and tourism in a global economy; local, glocal, and international hospitality; challenges in environmental management; cultural cuisine; and destination management, among others.

Handbook of Research on Mixed Methods Research in Information Science

Ngulube, Patrick
Handbook of Research on Mixed Methods Research in Information Science Book PDF

Author : Ngulube, Patrick
Publisher : IGI Global
Page : 737 pages
File Size : 55,8 Mb
Release : 2021-11-26
Category : Reference
ISBN : 9781799888468

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Handbook of Research on Mixed Methods Research in Information Science by Ngulube, Patrick Pdf

Mixed methods research is becoming prevalent in many fields, yet little has been done to elevate mixed methods research in information science. A comprehensive picture of information science and its problems is needed to further understand and address the issues associated with it as well as how mixed methods research can be adapted and used. The Handbook of Research on Mixed Methods Research in Information Science discusses the quality of mixed methods studies and methodological transparency, sampling in mixed methods research, and the application of theory in mixed methods research throughout various contexts. Covering topics such as the issues and potential directions for further research in mixed methods, this comprehensive major reference work is ideal for researchers, policymakers, academicians, librarians, practitioners, instructors, and students.

Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices

Akel, Gökhan
Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices Book PDF

Author : Akel, Gökhan
Publisher : IGI Global
Page : 596 pages
File Size : 44,6 Mb
Release : 2022-06-24
Category : Business & Economics
ISBN : 9781668443828

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Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices by Akel, Gökhan Pdf

Technology has brought many innovations and changes in experiential design and experiential products and services. The digital transformations brought about by technology have led to problem-solving, creative functioning, and unique improvements along with experiences. Human-digital experience interaction prevails in many areas of modern society, and in order to evaluate this interaction, a more balanced understanding of digital and experience processes is required. The Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices discusses innovative research on experiential marketing and evaluates the interdisciplinary reflections of practices from different perspectives. The book also explores how the concept of experience is developed, managed, and marketed according to current consumer needs and motivations. Covering critical topics such as experience economy and tourism experience management, this reference work is ideal for managers, marketers, hospitality professionals, academicians, practitioners, scholars, researchers, instructors, and students.

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 : 51,7 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 Consumer Behavioral Analytics in Metaverse and the Adoption of a Virtual World

Keikhosrokiani, Pantea
Handbook of Research on Consumer Behavioral Analytics in Metaverse and the Adoption of a Virtual World Book PDF

Author : Keikhosrokiani, Pantea
Publisher : IGI Global
Page : 428 pages
File Size : 45,5 Mb
Release : 2023-04-05
Category : Computers
ISBN : 9781668470312

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Handbook of Research on Consumer Behavioral Analytics in Metaverse and the Adoption of a Virtual World by Keikhosrokiani, Pantea Pdf

Although there are various studies on theories and analytical techniques to address consumer behavior change in the current world, tracking consumer behavior change in the metaverse and the adoption of the metaverse remains a challenge that requires discussion. The advent of the metaverse will have a profound influence on consumer behavior, from how people make decisions and create brand connections to how they feel about their avatar embodiment and their purchases in the metaverse. The Handbook of Research on Consumer Behavioral Analytics in Metaverse and the Adoption of a Virtual World investigates the social, behavioral, and psychological factors that influence metaverse adoption. The focus then shifts to concepts, theories, and analytical approaches for detecting changes in consumer behavior in the metaverse. Covering topics such as e-commerce markets, user experience, and immersive technologies, this major reference work is an excellent resource for business executives, entrepreneurs, data analysts, marketers, advertisers, government officials, social media professionals, librarians, students and educators of higher education, researchers, and academicians.

Service Quality

Benjamin Schneider,Susan S. White
Service Quality Book PDF

Author : Benjamin Schneider,Susan S. White
Publisher : SAGE
Page : 204 pages
File Size : 43,9 Mb
Release : 2004
Category : Business & Economics
ISBN : 0761921478

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Service Quality by Benjamin Schneider,Susan S. White Pdf

The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates

Managing E-Crm Towards Customer Satisfaction and Quality Relationship

Abu Bakar Abdul Hamid,Seyed Bahaedin Mousavi,Bamdad Partovi
Managing E Crm Towards Customer Satisfaction and Quality Relationship Book PDF

Author : Abu Bakar Abdul Hamid,Seyed Bahaedin Mousavi,Bamdad Partovi
Publisher : Partridge Publishing Singapore
Page : 328 pages
File Size : 53,6 Mb
Release : 2019-03-20
Category : Business & Economics
ISBN : 9781543749984

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Managing E-Crm Towards Customer Satisfaction and Quality Relationship by Abu Bakar Abdul Hamid,Seyed Bahaedin Mousavi,Bamdad Partovi Pdf

Electronic customer relationship management (ECRM) is a comprehensive business and marketing strategy for attracting and retaining customers over the internet. The proliferation of ECRM and its alarming failure rate call for a better understanding of the relationship between ECRM and its immediate objective. Based on the literature reviewed, there are few studies that have used service quality as a component of relationship quality in the relation between ECRM and customer satisfaction. The study investigates the influence of three components of ECRM (i.e., pre-purchase, at-purchase, and post-purchase ECRM) on customer satisfaction directly and through mediating variable relationship quality. A quantitative methodology using a cross-sectional survey method was used to investigate the relationship between variables.