Consumer Satisfaction Dissatisfaction And Complaining Behavior Withdurable Products
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Journal Of Consumer Satisfaction Dissatisfaction And Complaining Behavior
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Author :
language : en
Publisher:
Release Date : 2003
Journal Of Consumer Satisfaction Dissatisfaction And Complaining Behavior written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Consumer behavior categories.
Consumer Satisfaction Dissatisfaction And Complaining Behavior Withdurable Products
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Author : Stephen Barry Ash
language : en
Publisher:
Release Date : 1982
Consumer Satisfaction Dissatisfaction And Complaining Behavior Withdurable Products written by Stephen Barry Ash and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1982 with Consumers categories.
New Dimensions Of Consumer Satisfaction And Complaining Behavior
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Author : Ralph L. Day
language : en
Publisher:
Release Date : 1979
New Dimensions Of Consumer Satisfaction And Complaining Behavior written by Ralph L. Day and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1979 with Consumer behavior categories.
Papers From The Annual Conference On Consumer Satisfaction Dissatisfaction And Complaining Behavior
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Author :
language : en
Publisher:
Release Date : 1983
Papers From The Annual Conference On Consumer Satisfaction Dissatisfaction And Complaining Behavior written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1983 with Consumer complaints categories.
Consumer Satisfaction Dissatisfaction And Complaining Behavior
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Author : Ralph L. Day
language : en
Publisher:
Release Date : 1977
Consumer Satisfaction Dissatisfaction And Complaining Behavior written by Ralph L. Day and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1977 with Complaints (Retail trade) categories.
Proceedings Of The 1984 Academy Of Marketing Science Ams Annual Conference
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Author : Jay D. Lindquist
language : en
Publisher: Springer
Release Date : 2015-05-18
Proceedings Of The 1984 Academy Of Marketing Science Ams Annual Conference written by Jay D. Lindquist and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-18 with Business & Economics categories.
This volume includes the full proceedings from the 1984 Academy of Marketing Science (AMS) Annual Conference held in Niagara Falls, New York. It provides a variety of quality research in the fields of marketing theory and practice in areas such as consumer behaviour, marketing management, marketing education, and international marketing, among others. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Refining Concepts And Measures Of Consumer Satisfaction And Complaining Behavior
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Author : Ralph L. Day
language : en
Publisher:
Release Date : 1980
Refining Concepts And Measures Of Consumer Satisfaction And Complaining Behavior written by Ralph L. Day and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1980 with Consumer behavior categories.
Handbook Of Services Marketing And Management
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Author : Teresa Swartz
language : en
Publisher: SAGE
Release Date : 2000
Handbook Of Services Marketing And Management written by Teresa Swartz and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
"What a rarity to see a who′s who of thought leaders on any subject create original material for an anthology. It′s a real collegial tribute to Teresa A. Swartz and Dawn Iacobucci that they have been able to assemble such a treasure of original material--including some of the last from our late friend and colleague, Eric Langeard--on topics important to services marketing and management." --James Heskett, Harvard Business School "The Handbook of Services Marketing and Management provides an excellent introduction to the topics and issues that define service marketing today. Editors Swartz and Iacobucci have recruited many of the leading names in service research to write the chapters in the book, ensuring that the Handbook will be a valuable reference for years to come." --Roland T. Rust, Journal of Service Research "This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics." --A. Parasuraman, University of Miami, FL "Service business today constitute the largest sector in advanced economies. This new Handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings." --Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University"Services, because of their intangibility, variability, and perishability, call for management and marketing skills of a high order. This new Handbook belongs in the working library of managers charged with managing and marketing the service offerings of hotels, restaurant chains, airlines, telecommunications companies, entertainment companies, professional services firms, and countless other services industries." --Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University Despite the growth in services research and the dominance of services in the world economy, no one book has emerged as a comprehensive guide for researchers and professionals-until now! The Handbook of Services Marketing and Management presents state-of-the-art perspectives in the foundations of services, while simultaneously challenging and expanding current services practices. Editors Teresa A. Swartz and Dawn Iacobucci invited the world′s leading experts on services marketing and management to author individual chapters. The result is an experienced, international, eclectic, and cross-disciplinary mix of authors, all contributing cutting-edge material on the frontiers of service research. This handbook includes a unique mix of both in-depth chapters as well as shorter, more focused "mini" chapters, which treat emerging issues in the field of services. This structure makes the Handbook the most thorough reference possible. The Handbook of Services Marketing and Management should have a place on the bookshelves of every academic, graduate student, and professional in the critical area of services.
Customer Evaluations Of Service Failure And Recovery Encounters
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Author : Klaus Schöfer
language : en
Publisher: diplom.de
Release Date : 2003-01-10
Customer Evaluations Of Service Failure And Recovery Encounters written by Klaus Schöfer and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-01-10 with Business & Economics categories.
Inhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers. Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [...]
Theoretical Developments In Marketing
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Author : Charles W. Lamb, Jr.
language : en
Publisher: Marketing Classics Press
Release Date : 2011-10-15
Theoretical Developments In Marketing written by Charles W. Lamb, Jr. and has been published by Marketing Classics Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-10-15 with Business & Economics categories.