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Researching Customer Satisfaction & Loyalty
It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research.
The Psychologist
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Services Marketing: People, Technology, Strategy (Eighth Edition)
Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Winning In Service Markets: Success Through People, Technology And Strategy
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
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.
Annual Report
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Marketing and Management Sciences
This book is a collection of selected papers presented at the International Conference of Marketing and Management Sciences held from 23 to 25 May 2008 in Athens, Greece. The papers focus on how globalization has had significant impact on companies, societies and individuals alike. They discuss the need for new strategies and practices that can help cope with changes that arise due to globalization. Written in a simple manner, this book will be of interest to academics studying and teaching marketing and management courses and to managers dealing with strategies to cope with changes due to globalization.
Enhancing Customer Experience in the Service Industry
This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world—the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives. Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examples.
Howard Andrew Knox
Howard Andrew Knox (1885–1949) served as assistant surgeon at Ellis Island during the 1910s, administering a range of verbal and nonverbal tests to determine the mental capacity of potential immigrants. An early proponent of nonverbal intelligence testing (largely through the use of formboards and picture puzzles), Knox developed an evaluative approach that today informs the techniques of practitioners and researchers. Whether adapted to measure intelligence and performance in children, military recruits, neurological and psychiatric patients, or the average job applicant, Knox's pioneering methods are part of contemporary psychological practice and deserve in-depth investigation. Completi...
