The Power Of Customer Misbehavior Book in PDF, ePub and Kindle version is available to download in english. Read online anytime anywhere directly from your device. Click on the download button below to get a free pdf file of The Power Of Customer Misbehavior book. This book definitely worth reading, it is an incredibly well-written.
The Power of Customer Misbehavior by M. Fisher,M. Abbott,Kalle Lyytinen Pdf
To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This is the first book to explore the idea that allowing customers to adapt features in online products or services to suit their needs is the key to viral growth.
The Power of Customer Misbehavior by M. Fisher,M. Abbott,Kalle Lyytinen Pdf
To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This is the first book to explore the idea that allowing customers to adapt features in online products or services to suit their needs is the key to viral growth.
Young Consumer Behaviour by Ayantunji Gbadamosi Pdf
Although one perspective depicts young consumers as vulnerable and passive in the marketplace system, our knowledge of this consumer group will be inadequate if limited to this contention. Their roles and relevance in family consumption activities are becoming increasingly profound. Available evidence shows that they cannot be ignored in the marketplace dynamics as they consume goods and services in their households and are involved in various other active roles in their household consumption including making decisions where applicable. Hence, the landscape of young consumer behaviour is changing. Young Consumer Behaviour: A Research Companion focusses on exploring the behaviour of young consumers as individuals and societal members. The chapters address different aspects of consumption activities of children as individuals like motivation, involvement, perception, learning, attitude, the self, and personality. Similarly, chapters on consumer behaviour in social settings contextualised to young consumers including culture, sub-culture, family, and groups are incorporated into the book. This book fills a gap in the literature by addressing the dynamics of consumption patterns of this consumer group, in relation to various marketing stimuli and different stakeholders. It combines eclectic perspectives on the topic and specifically, bridges the gap between historical perspectives and contemporary issues. Building on the extant literature in the field of marketing and consumer behaviour, this book is a compendium of research materials and constitutes an essential reference source on young consumer behaviour issues with both academic and managerial implications.
Customer Fraud and Business Responses by Kelly T. Tian,Bill Keep Pdf
From remarkably frank and credible responses to their comprehensive research questionnaire, Tian and Keep provide a unique, wide ranging catalogue of frauds that customers perpetrate on businesses--and what marketers can do to combat it. They were able to receive and analyze more than 250 written descriptions--a 71% response rate!--of the acts that customers committed and the methods they used. Instead of merely a checklist, Tian and Keep obtained their data in the customers' own words, resulting in highly detailed and reliable insights into why customers did what they did. They find that customer fraud has emerged as a form of guerilla warfare against companies, that it is adapted to specific situations, and that underlying customers' motivation is a need to get even. Ethics has little do with it. In fact, some respondents even asserted that they had an obligation to commit fraud: they did it to retaliate against what they perceived as unethical acts that businesses committed against them. The result is a rare documentation of the specifics of fraud, how it threatens not only business but entire economies, and the actions--bold and subtle--that marketers can take in self-protective response. Not only will corporate management, particularly in marketing, get detailed descriptions of their customers' fraud strategies and tactics, but they will also receive insights into where they are vulnerable and why. Tian and Keep show that fraud has become so socially acceptable among middle class customers that they are willing to share their tactics, strategies, and secrets with their friends. With this as their foundation, the authors give practitioners an arsenal of detection and deterrence methods. Equally important, they provide ways to implement them without alienating their other, blameless customers. They also show marketers what they can do to reestablish trust in their marketing exchanges with customers, and improve relationships in ways that will diminish (if not fully eliminate) the incidence of fraud. For management generally as well as marketers in companies of all sizes and type, Tian's and Keep's book is essential, engrossing, and useful reading.
Rethinking Misbehavior and Resistance in Organizations by Lucy Taska,Alison Barnes Pdf
This volume challenges understandings of organizational misbehavior looking beyond traditional conceptions of the nexus between misbehavior and resistance in the workplace. The volume includes a contribution from Stephen Ackroyd and adds to the emerging body of evidence that disturbs assumptions of consensus and conformity in organizations.
7 Rules You Were Born to Break: How Intelligent Misbehavior Can Help You and Your Organization Thrive by Rick Lewis Pdf
7 Rules You Were Born to Break is an exploration of 7 rules we unconsciously obey and the power of breaking them. This book reveals the secrets of a professional misbehaver who turned his passion for mischief into a successful career as an internationally renowned entertainer. In his rise from the streets as a juggler, jester and busker, to the banquet halls of the corporate elite as a headlining comedian, Rick Lewis faced the 7 hidden rules that oppose our fulfillment and success. Lewis guides us through the silent shadows of our rule oriented society through his performing stories, illustrating with warmth, humor and passion the unwritten laws that disempower us and which we must break to claim our birthright to excellence. Celebrities and a break-dancing dwarf, Santa Claus and CEOs, may never have shared a stage so equally as they do in Lewis's inspiring and remarkable tales. From the top of his twelve-foot unicycle Lewis shows us how we can rise above mediocrity in our day to day lives and give our greatest hopes, aims and visions a fighting chance. Today Rick Lewis is a world-class corporate entertainer, comedian and speaker who has appeared at events attended by the Clintons, the Prime Minister of Canada, Bill Gates, the international board of Mastercard and upper management teams for Fortune 500 companies all over North America.
Author : Laura Lake Publisher : John Wiley & Sons Page : 386 pages File Size : 51,5 Mb Release : 2009-05-11 Category : Business & Economics ISBN : 9780470449837
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
A revolutionary and timely reconsideration of everything we know about power. Celebrated UC Berkeley psychologist Dr. Dacher Keltner argues that compassion and selflessness enable us to have the most influence over others and the result is power as a force for good in the world. Power is ubiquitous—but totally misunderstood. Turning conventional wisdom on its head, Dr. Dacher Keltner presents the very idea of power in a whole new light, demonstrating not just how it is a force for good in the world, but how—via compassion and selflessness—it is attainable for each and every one of us. It is taken for granted that power corrupts. This is reinforced culturally by everything from Machiavelli to contemporary politics. But how do we get power? And how does it change our behavior? So often, in spite of our best intentions, we lose our hard-won power. Enduring power comes from empathy and giving. Above all, power is given to us by other people. This is what we all too often forget, and it is the crux of the power paradox: by misunderstanding the behaviors that helped us to gain power in the first place we set ourselves up to fall from power. We abuse and lose our power, at work, in our family life, with our friends, because we've never understood it correctly—until now. Power isn't the capacity to act in cruel and uncaring ways; it is the ability to do good for others, expressed in daily life, and in and of itself a good thing. Dr. Keltner lays out exactly—in twenty original "Power Principles"—how to retain power; why power can be a demonstrably good thing; when we are likely to abuse power; and the terrible consequences of letting those around us languish in powerlessness.
Misbehavior in Organizations by Yoav Vardi,Ely Weitz Pdf
Devoted to the study and management of misbehaviour in work organizations, this volume is divided into three parts. Part I discusses the prevalence of these phenomena; Part II explores important manifestations and antecedents; and Part III presents practical and methodological implications.
Advances in Culture, Tourism and Hospitality Research by Arch G. Woodside Pdf
Presents answers to the following questions: how do tourists go about seeking high novelty and yet return to the same destination? How do some firms in the same industry end up embracing industrial tourism while other firms reject such business models? How do executive leadership styles affect employee satisfaction in international tourist hotels?
Organizational Misbehaviour by Stephen Ackroyd,Paul Thompson Pdf
′[A] textbook specifically aimed at organizational misbehaviour. ...it certainly fills a gap... containing a large survey of academic literature on the subject. The book is good: it brings to light subjects which are too often negleced, and it provides an understanding of phenomena which are so common in organizations, but at the same time so vague and incomprehensible′ Organization Studies From `soldiering′ and absenteeism to humour in organizations and the emergence politics of sexuality, this book explores the latest forms of organizational subversion and offers fresh insights of the underlying dynamics of management and organizational processes. The book opens with a critique of orthodox organizational analysis and maps out the wide terrain across which organizational `misbehaviour′ occurs. The authors go on to examine the interconnections between identity formation, the pursuit of autonomy and organizational misbehaviour, and explore how clearly the tendency to misbehave is deeply embedded in organizational life.
How Groups Encourage Misbehavior by Kevin R Murphy Pdf
How Groups Encourage Misbehavior explores the psychological and social processes by which groups develop a tolerance for and even encourage misbehavior. Drawing from decades of research on social, cognitive and organizational psychology, as well as a deep well of historical research, this book shows how commitment to groups, organizations and movements can turn moral individuals into amoral agents. Pulling together what have been traditionally distinct areas of study, How Groups Encourage Misbehavior provides a detailed and unified account of how good organizations go bad and how groups of all types can push otherwise honest and upright individuals to behave in ways that violate laws and social norms. This text describes how social norms, rationalization, the characteristics of formal and informal groups, attachment to groups and organizations, and the structure of organizational life can all contribute to misbehavior. Each chapter includes one or more sidebar discussions of relevant and interesting examples to illustrate the ways groups and organizations encourage and support misbehavior. The final two chapters discuss how many of these same attributes and processes can be used to encourage positive behaviors and foster recovery from dysfunctional and corrupt cultures and modes of behavior. A valuable text for a broad range of psychology courses, How Groups Encourage Misbehavior will especially appeal to practitioners, scholars, and students interested in ethics in organizations and the intersection between social psychology and organizational behavior.
Misbehaviour and Dysfunctional Attitudes in Organizations by A. Sagie,S. Stashevsky,M. Koslowsky Pdf
Misbehaviour in organizations can be difficult for management to detect and correct, and as a consequence, the cost to organizations can be high. This book presents useful theories and empirical evidence that help to describe, explain, predict and control both attitudinal and behavioural problems in an organizational setting. The book analyzes the current research, examines the causes of different types of misbehaviour, and makes suggestions for remedies and managerial practices that can help to reduce its occurrence and impact.
"Doing things by the book" acquires a whole new meaning in Brandon R. Schrand's memoir of coming of age in spite of himself. The "works cited" are those books that serve as Schrand's signposts as he goes from life as a hormone-crazed, heavy-metal wannabe in the remotest parts of working-class Idaho to a reasonable facsimile of manhood (with a stop along the way to buy a five-dollar mustard-colored M. C. Hammer suit, so he'll fit in at college). The Adventures of Huckleberry Finn informs his adolescent angst over the perceived injustice of society's refusal to openly discuss boners. The Great Gatsby serves as a metaphor for his indulgent and directionless college days spent in a drunken stupor (when he wasn't feigning interest in Mormonism to attract women). William Kittredge's Hole in the Sky parallels his own dangerous adulthood slide into alcoholism and denial. With a finely calibrated wit, a good dose of humility, and a strong supporting cast of literary characters, Schrand manages to chart his own story--about a dreamer thrown out of school as many times as he's thrown into jail--until he finally sticks his landing.