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| Author | : MICHAEL D. JOHNSON |
| Publisher | : |
| Total Pages | : 43 |
| Release | : 2000 |
| Genre | : |
| ISBN | : |
| Author | : Richard L. Oliver |
| Publisher | : Routledge |
| Total Pages | : 740 |
| Release | : 2014-12-18 |
| Genre | : Business & Economics |
| ISBN | : 1317460219 |
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 | : Ron S. Kenett |
| Publisher | : John Wiley & Sons |
| Total Pages | : 533 |
| Release | : 2012-01-30 |
| Genre | : Mathematics |
| ISBN | : 0470971282 |
Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
| Author | : |
| Publisher | : John Wiley & Sons |
| Total Pages | : 1775 |
| Release | : 2011-02-07 |
| Genre | : Business & Economics |
| ISBN | : 1405161787 |
With over 300 entries from hundreds of global experts, this is one of the premier marketing reference resources available worldwide. The 6-volume WIEM provides scholars and professionals with an international guide to marketing concepts and applications The far-reaching new developments, challenges and opportunities that have arisen in recent years are fully reflected in the entries Scholars and professionals will enjoy the flexible, multi-level structure, with entries ranging from topics summaries to short essays reviewing areas of development and debate Entries are further extended by sophisticated cross-referencing both among volumes and between encyclopedia entries and external sources The encyclopedia is also available online For ease of reference, the entries are arranged alphabetically within each of the subject volumes. Designed to encompass the scope of modern marketing, the volumes cover: Volume 1: Marketing Strategy Volume 2: Marketing Research Volume 3: Consumer Behavior Volume 4: Advertising and Integrated Communication Volume 5: Product Innovation and Management Volume 6: International Marketing
| Author | : Collective of authors |
| Publisher | : MAC Prague consulting s.r.o. |
| Total Pages | : 469 |
| Release | : 2013-10-10 |
| Genre | : |
| ISBN | : 8090544215 |
| Author | : S. P. Mukherjee |
| Publisher | : Springer |
| Total Pages | : 393 |
| Release | : 2018-07-13 |
| Genre | : Business & Economics |
| ISBN | : 9811312710 |
This book offers a comprehensive overview of quality and quality management. It also explores total quality management, covering its human, technological and analytical imperatives. It also examines quality systems and system standards, highlighting essential features and avoiding a reproduction of the ISO 9000 standard, as well as people-related issues in implementing a quality system. A holistic understanding of quality considerations, which now permeate every aspect of human life, should guide related policies, plans and practices. The book describes the all-pervasive characteristics of quality, putting together diverse definitions of "quality," outlining its different dimensions, and linking it with reliability and innovation. It goes on to assess the quality of measurements in terms of precision, accuracy and uncertainty and discusses managing quality with a focus on business performance. This is followed by a chapter on improving process quality, which is the summum bonum of quality management, and a chapter addressing the crucial problem of measuring customer satisfaction through appropriate models and tools. Further, it covers non-traditional subjects such as quality of life, quality of working life, quality assurance and improvement in education, with special reference to higher education, quality in research and development and characterizes the quality-related policies and practices in Indian industry. The last chapter provides a broad sketch of some recent advances in statistical methods for quality management. Along with the research community, the book’s content is also useful for practitioners and industry watchers.
| Author | : Oriol Iglesias |
| Publisher | : Routledge |
| Total Pages | : 706 |
| Release | : 2022-04-28 |
| Genre | : Business & Economics |
| ISBN | : 1000573605 |
This companion is a prestige reference work that offers students and researchers a comprehensive overview of the emerging co-created, multi-stakeholder, and sustainable approach to corporate brand management, representing a paradigm shift in the literature. The volume contains 30 chapters, organised into 6 thematic sections. The first section is an introductory one, which underscores the evolution of brand management thinking over time, presenting the corporate brand management field, introducing the current debates in the literature, and discussing the key dimensions of the emerging corporate brand management paradigm. The next five sections focus in turn on one of the key dimensions that characterize the emerging approach to corporate brand management: co-creation, sustainability, polysemic corporate narratives, transformation (history and future) and corporate culture. Every chapter provides a deep reflection on current knowledge, highlighting the most relevant debates and tensions, and offers a roadmap for future research avenues. The final chapter of each section is a commentary on the section, written by a senior leading scholar in the corporate brand management field. This wide-ranging reference work is primarily for students, scholars, and researchers in management, marketing, and brand management, offering a single repository on the current state of knowledge, current debates, and relevant literature. Written by an international selection of leading authors from the USA, Europe, Asia, Africa, and Australia, it provides a balanced, authoritative overview of the field and convenient access to an emerging perspective on corporate brand management.
| Author | : Kaufmann, Hans-Ruediger |
| Publisher | : IGI Global |
| Total Pages | : 764 |
| Release | : 2014-10-31 |
| Genre | : Business & Economics |
| ISBN | : 1466665483 |
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.
| Author | : Patric Andersson |
| Publisher | : Cambridge Scholars Publishing |
| Total Pages | : 430 |
| Release | : 2009-10-02 |
| Genre | : Sports & Recreation |
| ISBN | : 144381525X |
This book presents accounts of economic and psychological analyses of association football (or “soccer” as it is popularly known in the USA). As football is widely accepted to be the world’s most popular sport, the case for scientific investigation of its characteristics is self-evident. As the contributions to this book demonstrate, the game of football offers an ideal opportunity to empirically investigate a wide range of broad issues, for example: behavioural decision-making; judgmental forecasting; motivation; game-theoretic models of strategic choice; competition and labour markets. Are teams more likely to concede a goal after having just scored? Does the team going first in a penalty shoot-out have an advantage? Should goal-keepers dive or stay put for penalty kicks? Do referees make decisions consistently? Why do fans like their teams? What factors influence the career of footballers? How well can experts predict football matches? How accurate are prediction markets? How does the stock-market react to match outcomes? These questions and others are addressed in this book. A particular focus is the investigation of popular conceptions—and misconceptions—about football. Of interest to psychologists, behavioural economists and football enthusiasts with an analytic approach to understanding the game, this book brings together contributions from a range of academic disciplines and will stimulate further research into football and the intriguing insights into behaviour it offers. See feature article in The Independent, October 8th, 2008: http://www.independent.co.uk/sport/football/news-and-comment/fact-or-fiction-form-in-football-954440.html Listen to interview with Patric Andersson on Swedish National Radio http://www.sr.se/cgi-bin/P1/program/index.asp?ProgramID=1302 Read Chris Charles’s blog on BBC website: http://www.bbc.co.uk/blogs/chrischarles/2008/10/lies_damned_lies_and_statictic.html
| Author | : Dae Hee Kwak |
| Publisher | : Routledge |
| Total Pages | : 266 |
| Release | : 2017-07-28 |
| Genre | : Sports & Recreation |
| ISBN | : 1351860070 |
Korea has become a powerful force in global sport, with South Korea finishing fifth in the medals table at London 2012 and hosting the Winter Olympics in 2018. This book brings together scholars from disciplines including sport history, sociology, journalism, economics, sport development, and sport management to explore the significance of sport in contemporary Korea. Presenting a variety of international perspectives, it plots the dynamic evolution of sport in Korea and envisions the possibilities for its future. Each chapter focuses on a key topic of current relevance, such as sport in the context of shifting relations between North and South Korea, or the role of sport in the expression of Korean nationalism. Arguing that individuals, institutions, businesses, and governments have actively leveraged or exploited sport to influence developments in various social, economic, cultural, and political arenas, this book sheds new light on the importance of sport as a catalyst for change in Korea. This is indispensable reading for any student or scholar with an interest in sport, history, and culture in Korea.
