The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions
Author | : Kristen A. Riscinto-Kozub |
Publisher | : ProQuest |
Total Pages | : 218 |
Release | : 2000 |
Genre | : |
ISBN | : 9780549669548 |
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Author | : Kristen A. Riscinto-Kozub |
Publisher | : ProQuest |
Total Pages | : 218 |
Release | : 2000 |
Genre | : |
ISBN | : 9780549669548 |
Author | : Kristen A. Riscinto-Kozub |
Publisher | : |
Total Pages | : 216 |
Release | : 2008 |
Genre | : Consumer complaints |
ISBN | : |
Author | : Salleh Mohd Radzi |
Publisher | : CRC Press |
Total Pages | : 626 |
Release | : 2014-08-12 |
Genre | : Business & Economics |
ISBN | : 1138027065 |
Theory and Practice in Hospitality and Tourism Research includes 111 contributions from the 2nd International Hospitality and Tourism Conference 2014 (Penang, Malaysia, 2-4 September 2014), and covers a comprehensive range of topics, including: - Hospitality management - Hospitality & tourism marketing - Tourism management - Technology & innovation in hospitality & tourism - Foodservice & food safety - Gastronomy The book will be of interest to postgraduate students, academics and professionals involved in the fields of hospitality and tourism.
Author | : Roger Lee |
Publisher | : Springer Nature |
Total Pages | : 200 |
Release | : |
Genre | : |
ISBN | : 3031533852 |
Author | : C. K. Prahalad |
Publisher | : Harvard Business Press |
Total Pages | : 273 |
Release | : 2004-02-18 |
Genre | : Business & Economics |
ISBN | : 1422160742 |
In this visionary book, C. K. Prahalad and Venkat Ramaswamy explore why, despite unbounded opportunities for innovation, companies still can't satisfy customers and sustain profitable growth. The explanation for this apparent paradox lies in recognizing the structural changes brought about by the convergence of industries and technologies; ubiquitous connectivity and globalization; and, as a consequence, the evolving role of the consumer from passive recipient to active co-creator of value. Managers need a new framework for value creation. Increasingly, individual customers interact with a network of firms and consumer communities to co-create value. No longer can firms autonomously create value. Neither is value embedded in products and services per se. Products are but an artifact around which compelling individual experiences are created. As a result, the focus of innovation will shift from products and services to experience environments that individuals can interact with to co-construct their own experiences. These personalized co-creation experiences are the source of unique value for consumers and companies alike. In this emerging opportunity space, companies must build new strategic capital—a new theory on how to compete. This book presents a detailed view of the new functional, organizational, infrastructure, and governance capabilities that will be required for competing on experiences and co-creating unique value.
Author | : Ron Zemke |
Publisher | : Plume Books |
Total Pages | : 612 |
Release | : 1990 |
Genre | : Business & Economics |
ISBN | : 9780452264939 |
Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.
Author | : Alan F. Dutka |
Publisher | : N T C Business Books |
Total Pages | : 244 |
Release | : 1995 |
Genre | : Business & Economics |
ISBN | : 9780844235868 |
Author | : Chkoniya, Valentina |
Publisher | : IGI Global |
Total Pages | : 653 |
Release | : 2021-06-25 |
Genre | : Computers |
ISBN | : 1799869865 |
The contemporary world lives on the data produced at an unprecedented speed through social networks and the internet of things (IoT). Data has been called the new global currency, and its rise is transforming entire industries, providing a wealth of opportunities. Applied data science research is necessary to derive useful information from big data for the effective and efficient utilization to solve real-world problems. A broad analytical set allied with strong business logic is fundamental in today’s corporations. Organizations work to obtain competitive advantage by analyzing the data produced within and outside their organizational limits to support their decision-making processes. This book aims to provide an overview of the concepts, tools, and techniques behind the fields of data science and artificial intelligence (AI) applied to business and industries. The Handbook of Research on Applied Data Science and Artificial Intelligence in Business and Industry discusses all stages of data science to AI and their application to real problems across industries—from science and engineering to academia and commerce. This book brings together practice and science to build successful data solutions, showing how to uncover hidden patterns and leverage them to improve all aspects of business performance by making sense of data from both web and offline environments. Covering topics including applied AI, consumer behavior analytics, and machine learning, this text is essential for data scientists, IT specialists, managers, executives, software and computer engineers, researchers, practitioners, academicians, and students.
Author | : Fred Reichheld |
Publisher | : |
Total Pages | : 210 |
Release | : 2007-08 |
Genre | : Self-Help |
ISBN | : 9781602521605 |
One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.
Author | : María Jesús Yagüe Guillén |
Publisher | : MDPI |
Total Pages | : 122 |
Release | : 2019-09-23 |
Genre | : Business & Economics |
ISBN | : 3039213350 |
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).