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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.
Available online: https://pub.norden.org/temanord2023-530/ Consumer-citizens are concerned about food sustainability. However, there is a gap between the degree of concern and the rate of choices for relatively more sustainable food products. Funded by the Nordic Council of Ministers, a representative consumer-citizen survey study across eight Nordic-Baltic countries about sustainability understanding in the food context was conducted in summer 2022 by the MAPP Centre at Aarhus University, Denmark, with the contribution of a steering committee consisting of representatives from each country.The report provides research insights, which allow decision makers to know where consumer-citizens are in their current understanding of food sustainability. This serves as an important input for discussing an efficient design of and communication about a future sustainability labelling framework empowering consumer-citizens to make informed food choices.
The terms ‘Nordic’ and ‘Scandinavian’ are widely used to refer to the politics, society and culture of Denmark, Finland, Iceland, Norway and Sweden. But why have people felt the need to frame things as Nordic and why has the adjective Nordic become so prominent? This book adopts a rhetorical approach, analysing the speech acts which have shaped the meanings of the term. What do the different terms Nordic and Scandinavian have in common, and how have the uses of these terms changed in different historical periods? What accounts for the apparent upsurge in uses of the rhetoric of Nordicness in the 2010s? Drawing on eight case studies of the uses of Nordic and Scandinavian from the nine...
This book examines the practices of contesting evidence in democratically constituted knowledge societies. It provides a multifaceted view of the processes and conditions of evidence criticism and how they determine the dynamics of de- and re-stabilization of evidence. Evidence is an essential resource for establishing claims of validity, resolving conflicts, and legitimizing decisions. In recent times, however, evidence is being contested with increasing frequency. Such contestations vary in form and severity – from questioning the interpretation of data or the methodological soundness of studies to accusations of evidence fabrication. The contributors to this volume explore which actors,...
Although studies indicate the assumption of one single European market, other research emphasizes European countries have distinct market identities. Meanwhile, as individual countries begin to have a more widespread understanding of culture, global culture still remains unshared between countries. Consumption Culture in Europe: Insight into the Beverage Industry brings the most relevant theories about culture and European market segmentation as well as providing updated data for the evaluation and analyses of the European consumption patterns in the beverage market. This comprehensive collection is an essential tool for policy-makers and those interested in end-markets and consumer affairs.
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, und...
The Handbook consists of four major sections. Each section is introduced by a main article: Theories of Emotion – General Aspects Perspectives in Communication Theory, Semiotics, and Linguistics Perspectives on Language and Emotion in Cultural Studies Interdisciplinary and Applied Perspectives The first section presents interdisciplinary emotion theories relevant for the field of language and communication research, including the history of emotion research. The second section focuses on the full range of emotion-related aspects in linguistics, semiotics, and communication theories. The next section focuses on cultural studies and language and emotion; emotions in arts and literature, as w...
An introduction to the burgeoning field of food studies Popular and intellectual interest in food is on the rise. The breadth of concerns surrounding food ranges from animal welfare and climate change’s impact on food production to debates on the healthfulness of carbohydrates and fats, and fair compensation for restaurant and farm workers. Not only is there an expanding conversation about the ways in which we produce and consume our food, but there is growing attention being placed on the myriad ways in which food expresses and shapes shifting identities. Practicing Food Studies details the turn of the twenty-first century development and flourishing of food studies as a multidisciplinary...
In 2004 Kevin Roberts wrote Lovemarks: the future beyond brands. It was admired by many as a breakthrough in marketing thinking but was also controversial because of its surprisingly obvious thesis: that emotional connections are at the heart of sustained relationships between producers, retailers, and consumers. While many companies were using the language of war in their marketing (target, penetrate, ambush), Roberts was using the language of love (mystery, sensuality, intimacy). He explained in simple terms what people are often loath to admit: we make decisions with our emotions over our reason. Lovemarks described the journey by which brands could move from consumer respect based on int...
This book addresses the shelf life of foods, a key factor in determining how food is distributed and consequently where and when different food products are available for consumption. Shelf life is determined by several factors, including microbiological, chemical, physical, and organoleptic deterioration. Often these factors are interrelated and interdependent. The editors of this volume focus specifically on the microbial factors related to shelf life of perishable foods and food commodities. This allows for more detailed coverage of foodborne bacterial pathogens and spoilage microorganisms of concern. The initial part of the book covers the why and how of shelf life determination as well ...