Information Technology, Customer Satisfaction, and Profit PDF Download

Author: Sunil Mithas
Publisher:
ISBN:
Category :
Languages : en
Pages :

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Book Description
This paper studies the effect of aggregate IT investments on customer satisfaction and profits at the firm level. Using data on 109 U.S. firms for the 1994-1996 and 1999-2006 periods, we find that aggregate IT investments have a positive association with customer satisfaction. However, the strength of the relationship varied across the 1994-1996 and 1999-2006 periods. Specifically, IT investments had a more positive influence on customer satisfaction for the 1994-1996 period than for the 1999-2006 period. Conversely, IT investments had a positive effect on profits in the 1999-2006 period but a negative effect in the 1994-1996 period. These findings extend prior discourse in the information systems literature on the role of customer satisfaction as a mechanism that explains how IT-enabled benefits are ldquo;passed on to consumersrdquo; [Rai, A., Patnayakuni, R., and Patnayakuni, N. 1997. quot;Technology investment and business performance,quot; Communications of the ACM (40:7), p. 90]. Our additional exploratory analyses showing that IT investments had stronger effect on perceived quality than on perceived value provide an explanation for some of the observed effects of IT on customer satisfaction and profits. Together, these contributions and implications provide new insights to assess returns on IT investments by focusing on customer satisfaction, an important intangible and leading measure of firm performance, stock returns and stock risk.

Author: James L. Heskett
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 345

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Book Description
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Author: Michael David Johnson
Publisher: Jossey-Bass
ISBN:
Category : Business & Economics
Languages : en
Pages : 248

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Book Description
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Author: Andreas Deptolla
Publisher: GRIN Verlag
ISBN: 3638248720
Category : Computers
Languages : en
Pages : 30

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Book Description
Intermediate Diploma Thesis from the year 2003 in the subject Computer Science - Commercial Information Technology, grade: 1,7 (A-), University of Applied Sciences Bergisch Gladbach (University of Applied Sciences for Economics), language: English, abstract: The following report describes the theoretical context of customer satisfaction, different methods of measuring customer satisfaction and the process and results of XYZ (thereafter called XY) customer satisfaction survey. The results of this analysis support the management in improving cooperation with customers by pointing out strengths, weaknesses and general tendencies of their business relationship.

Author: Joseph D. Patton
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 432

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Book Description
An updated version of the authors' which explains the organizational goals of those involved in field servicing such durable products as cars, medical instruments, electrical power, telecommunications, farm equipment, and industrial plants. Written by a management consultant and a specialist in quantitative aspects of business at Pepperdine U., topics include service forecasting, personnel and motivation, maintenance technology, inventory management, service training, physical distribution, information systems, marketing, quality control, and accounting. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Author: Natarajan Meghanathan
Publisher: Springer Science & Business Media
ISBN: 364231600X
Category : Technology & Engineering
Languages : en
Pages : 712

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Book Description
The international conference on Advances in Computing and Information technology (ACITY 2012) provides an excellent international forum for both academics and professionals for sharing knowledge and results in theory, methodology and applications of Computer Science and Information Technology. The Second International Conference on Advances in Computing and Information technology (ACITY 2012), held in Chennai, India, during July 13-15, 2012, covered a number of topics in all major fields of Computer Science and Information Technology including: networking and communications, network security and applications, web and internet computing, ubiquitous computing, algorithms, bioinformatics, digital image processing and pattern recognition, artificial intelligence, soft computing and applications. Upon a strength review process, a number of high-quality, presenting not only innovative ideas but also a founded evaluation and a strong argumentation of the same, were selected and collected in the present proceedings, that is composed of three different volumes.

Author: Mehdi Khosrowpour
Publisher: IGI Global
ISBN: 9781591400660
Category : Computers
Languages : en
Pages : 182

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Book Description
This volume aims to provide a collection of unique perspectives on the issues surrounding the management of information technology in organizations around the world and the ways in which these issues are addressed.

Author: Information Resources Management Association. International Conference
Publisher: IGI Global
ISBN: 9781930708396
Category : Computers
Languages : en
Pages : 878

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Book Description
As the field of information technology continues to grow and expand, it impacts more and more organizations worldwide. The leaders within these organizations are challenged on a continuous basis to develop and implement programs that successfully apply information technology applications. This is a collection of unique perspectives on the issues surrounding IT in organizations and the ways in which these issues are addressed. This valuable book is a compilation of the latest research in the area of IT utilization and management.

Author: Larry Weber
Publisher: John Wiley & Sons
ISBN: 0470410973
Category : Business & Economics
Languages : en
Pages : 272

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Book Description
An updated and expanded Second Edition of the popular guide to social media for the business community Marketers must look to the Web for new ways of finding customers and communicating with them, rather than at them. From Facebook and YouTube to blogs and Twitter-ing, social media on the Internet is the most promising new way to reach customers. Marketing to the Social Web, Second Edition helps marketers and their companies understand how to engage customers, build customer communities, and maximize profits in a time of marketing confusion. Author and social media guru Larry Weber describes newly available tools and platforms, and shows you how to apply them to see immediate results and growth. Rather than broadcast messages to audiences, savvy marketers should encourage participation in social networks to which people want to belong, where dialogue with customers, and between customers, can flourish. in Networking sites like MySpace, Facebook, and even Flickr are the perfect forums for this dialog; this book shows you how to tap into this new media. In addition to the tools and tactics that made Marketing to the Social Web a critical hit among marketers, this second edition includes three entirely new chapters that cover recent changes in the field. These new chapters describe how Facebook will monetize its business and one day surpass Google; how companies can measure the influence and effectiveness of their social media campaigns; and how marketing to mobile social media will grow into an effective practice in the near future. Marketing must reach out into new forms, media, and models. Marketing to the Social Web, Second Edition presents an exceptional opportunity to use these new tools and models to reach new markets, even in today's fragmented media environment. Larry Weber has spent the last three decades building global communications companies, including Weber Shandwick Worldwide and the W2 Group. He is also the founder and Chairman of the Massachusetts Innovation and Technology Exchange, the nation’s largest interactive advocate association.

Author: Tan, Felix B.
Publisher: IGI Global
ISBN: 1599049406
Category : Computers
Languages : en
Pages : 4194

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Book Description
"This collection compiles research in all areas of the global information domain. It examines culture in information systems, IT in developing countries, global e-business, and the worldwide information society, providing critical knowledge to fuel the future work of researchers, academicians and practitioners in fields such as information science, political science, international relations, sociology, and many more"--Provided by publisher.