Author: Ralph L. DayPublisher:
ISBN:
Category : Consumer behavior
Languages : en
Pages : 216
Book Description
New Dimensions of Consumer Satisfaction and Complaining Behavior
Author: Ralph L. DayPublisher:
ISBN:
Category : Consumer behavior
Languages : en
Pages : 216
Book Description
Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior
Author: Papers from the ... Annual Conference on Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Author: Improving Your Measurement of Customer Satisfaction
Author: Terry G. VavraPublisher: Quality Press
ISBN: 0873898303
Category : Business & Economics
Languages : en
Pages : 509
Book Description
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior
Author: Ralph L. DayPublisher:
ISBN:
Category : Consumer behavior
Languages : en
Pages : 198
Book Description
Theoretical Developments in Marketing
Author: Charles W. Lamb, Jr.Publisher: Marketing Classics Press
ISBN: 1613112343
Category : Business & Economics
Languages : en
Pages : 283
Book Description
Customer Satisfaction Evaluation
Author: Evangelos GrigoroudisPublisher: Springer Science & Business Media
ISBN: 1441916407
Category : Business & Economics
Languages : en
Pages : 319
Book Description
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
International Fare in Consumer Satisfaction and Complaining Behavior
Author: Ralph L. DayPublisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 166
Book Description
Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference
Author: B. J. DunlapPublisher: Springer
ISBN: 3319132547
Category : Business & Economics
Languages : en
Pages : 581
Book Description
This volume includes the full proceedings from the 1990 Academy of Marketing Science (AMS) Annual Conference held in New Orleans, Louisiana. The research and presentations offered in this volume cover many aspects of marketing science including marketing strategy, consumer behavior, international marketing, industrial marketing, marketing education, 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, 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.
Satisfaction: A Behavioral Perspective on the Consumer
Author: Richard L. OliverPublisher: Routledge
ISBN: 1317460227
Category : Business & Economics
Languages : en
Pages : 544
Book Description
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.