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Business Performance Measurement
A multidisciplinary book on performance measurement that will appeal to students, researchers and managers.
Handbook of Partial Least Squares
This handbook provides a comprehensive overview of Partial Least Squares (PLS) methods with specific reference to their use in marketing and with a discussion of the directions of current research and perspectives. It covers the broad area of PLS methods, from regression to structural equation modeling applications, software and interpretation of results. The handbook serves both as an introduction for those without prior knowledge of PLS and as a comprehensive reference for researchers and practitioners interested in the most recent advances in PLS methodology.
Management Models for the Future
It is evident that many organisations are in need of renovation, innovation and reinvigoration. Longstanding business paradigms and underpinning practices require critical reflection in the light of fundamental societal and business developments. Some companies are addressing these challenges, many companies are not. New functional requirements often seem to be in conflict, such as transparency, stock market performance, sustainability, innovation, responsibility, time to market, stakeholders, business rationalisation and many others. These requirements force business to revise its management model. The time is right to demonstrate how the business enterprise can be re-conceptualised, and what the challenges are of fundamental strategic choices in organising a sustainable business proposition. This book presents ten cases of organisations which have developed a management model that leads the organisation into the future.
The Nordic Model for Consumer and Customer Satisfaction
The key element in consumer policy is to create the best possible conditions for consumers: The best conditions with regard to consumer protection and rights, but also in relation to the opportunity for consumers to choose between an ever expanding range of alternatives on a transparent basis.
Satisfaction: A Behavioral Perspective on the Consumer
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.
Who Owns Whom
None
Teachable Points
The act of sharing knowledge and skills is a valuable resource. It serves as a tool for growth and learning, and it indicates the potential of a person to become a powerful asset that adds value to the individual and the organization. In Teachable Points, author Reginald W. Sykes Sr. offers operational lessons for frontline supervisors based on the principles of learning and teaching. He provides real-world solutions to everyday issues in the workplace. Intended for both new and seasoned managers, Teachable Points presents lessons grounded in basic management principles and based on action learningthat is, learning from your day-to-day, on-the-job work experience. It discusses the role and purpose of a frontline supervisor, effective management practices, the purpose of business, the importance of getting and keeping customers, ways to provide service, and the fundamentals of managing personnel. Grounded in the theory of teaching what you learn, Teachable Points communicates the importance of frontline supervisors sharing their valuable knowledge with others to add incredible value to an organization.
The Reign of the Customer
With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) – invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.
Consumer Behaviour
La 4è de couv. indique : "Now in its seventh edition, Consumer Behaviour: A European Perspective provides the most comprehensive, lively and engaging introduction to the behaviour of consumers in Europe and around the world. The new slimline edition has 13 chapters, maintaining its breadth of coverage and making it ideal for second- and third-year undergraduates as well as Master's students. The book links consumer behaviour theory with the real-life problems faced by practitioners in many ways: Marketing opportunity, Marketing pitfalls and Multicultural dimensions boxes throughout the text illustrate the impact consumer behaviour has on marketing activities. Consumer behaviour as I see it ...
