Customer Experiences Affect Customer Loyalty An Empirical Investigation Of The Starbucks Experience Using Structural Equation Modeling

Author : Daniel Gurski
Publisher : Anchor Academic Publishing (aap_verlag)
ISBN 13 : 3954896184
Total Pages : 62 pages
Book Rating : 4.89/5 ( download)

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Download or read book Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling written by Daniel Gurski and published by Anchor Academic Publishing (aap_verlag). This book was released on 2014-02-01 with total page 62 pages. Available in PDF, EPUB and Kindle. Book excerpt: The study at hand investigates customer experiences at the American coffee company Starbucks and develops a new scale to measure customer experience quality on the basis of four dimensions: Service quality, atmosphere quality, flow quality and learning quality. The study reveals that product quality itself is a separate, but related construct to customer experience quality which alone is not sufficient to create customer loyalty. The effect of customer experience quality and product quality on customer loyalty intentions is found to be fully mediated by perceived value. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value whereas it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience management literature. The findings enable managers to stage customer experiences more effectively and more efficiently.

Author : Fiona Fui-Hoon Nah
Publisher : Springer
ISBN 13 : 3030223353
Total Pages : 394 pages
Book Rating : 4.59/5 ( download)

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Download or read book HCI in Business, Government and Organizations. eCommerce and Consumer Behavior written by Fiona Fui-Hoon Nah and published by Springer. This book was released on 2019-07-10 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt: This two-volume set LNCS 11588 and 11589 constitutes the refereed proceedings of the 6th International Conference on Business, Government, and Organizations, HCIBGO 2019, held in July 2019 as part of HCI International 2019 in Orlando, FL, USA. HCII 2019 received a total of 5029 submissions, of which 1275 papers and 209 posters were accepted for publication after a careful reviewing process. The 63 papers presented in these two volumes are organized in topical sections named: Electronic, Mobile and Ubiquitous Commerce, eBanking and Digital Money, Consumer Behaviour, Business Information Systems, Dashboards and Visualization, Social Media and Big Data Analytics in B

Author : Rahman, Muhammad Sabbir
Publisher : IGI Global
ISBN 13 : 1522578927
Total Pages : 171 pages
Book Rating : 4.25/5 ( download)

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Download or read book Service Marketing Strategies for Small and Medium Enterprises: Emerging Research and Opportunities written by Rahman, Muhammad Sabbir and published by IGI Global. This book was released on 2018-12-04 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: The contribution of small and medium enterprises (SMEs) is acknowledged as an influential engine to economic growth. However, the biggest challenge faced by these SMEs is the lack of competitive service offerings for their target customers due to unstandardized products and a lack of consumer engagement and strategies. Service Marketing Strategies for Small and Medium Enterprises: Emerging Research and Opportunities is an essential reference source that provides guidelines on how SMEs can achieve sustainability through positive marketing outcomes and effective customer services. Featuring research on the assessment of SMEs’ customer service expectation, listening to customers through qualitative research, service quality model and its marketing implications, integrated marketing communications for SME environments, effective service encounters, and relationship developing strategies for SMEs, this publication provides new models for managers, industry professionals, academicians, and researchers.

Author : group of authors
Publisher : MAC Prague consulting
ISBN 13 : 8088085233
Total Pages : 250 pages
Book Rating : 4.32/5 ( download)

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Download or read book Proceedings of The 14th IAC 2019 written by group of authors and published by MAC Prague consulting. This book was released on 2019-04-18 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: EASTER CONFERENCE - The 14th International Academic Conference in Prague 2019, Czech Republic (The 14th IAC in Prague 2019)

Author : JOBBER AND ELLI
Publisher : McGraw Hill
ISBN 13 : 1526849542
Total Pages : 938 pages
Book Rating : 4.40/5 ( download)

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Download or read book Principles and Practice of Marketing 10/e written by JOBBER AND ELLI and published by McGraw Hill. This book was released on 2023-02-21 with total page 938 pages. Available in PDF, EPUB and Kindle. Book excerpt: EBOOK: Principles and Practices of Marketing 10/e

Author : Dan Gurskis
Publisher : Course Technology
ISBN 13 : 9781598633382
Total Pages : 231 pages
Book Rating : 4.84/5 ( download)

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Download or read book The Short Screenplay written by Dan Gurskis and published by Course Technology. This book was released on 2007 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the growth of film festivals, cable networks, specialty home video, and the Internet, there are more outlets and opportunities for screening short films now than at any time in the last 100 years. But before you can screen your short film, you need to shoot it. And before you can shoot it, you need to write it. The Short Screenplay provides both beginning and experienced screenwriters with all the guidance they need to write compelling, filmable short screenplays. Explore how to develop characters that an audience can identify with. How to create a narrative structure that fits a short time frame but still engages the audience. How to write dialogue thatï's concise and memorable. How to develop story ideas from concept through final draft. All this and much more is covered in a unique conversational style that reads more like a novel than a "how-to" book. The book wraps up with a discussion of the role of the screenplay in the production process and with some helpful (and entertaining) sample scripts. This is the only guide youï'll ever need to make your short film a reality!

Author : Szintia Dezsi
Publisher : GRIN Verlag
ISBN 13 : 3668949123
Total Pages : 51 pages
Book Rating : 4.26/5 ( download)

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Download or read book Brand-Promise and Brand-Delivery. A Study of Customer Experience Management at Starbucks in Cluj-Napoca written by Szintia Dezsi and published by GRIN Verlag. This book was released on 2019-05-28 with total page 51 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2018 in the subject Business economics - Business Management, Corporate Governance, , language: English, abstract: The principal aim of this paper is to analyze the customer experience journey, to evaluate the brand promise versus brand delivery of Starbucks throughout a local survey, in order to determine how well the values presented in the mission statement of the company align with customers' perceptions in Cluj-Napoca, Romania. The choice is not arbitrary, given that it is one of the most popular coffee-shops in the country, which may be attributed not only to the quality of the products and services, but to the sophistication it is associated with as well. Customer experience (CX) has become a buzzword in business management and it can help companies reevaluate and rethink their strategy in order to gain competitive advantage in their market. Organizations are becoming increasingly aware of the need of creating an outstanding and unique customer experience. Leaders have realized that customer satisfaction is no longer enough to ensure customer loyalty and the thriving of a brand in today’s world. In these circumstances, it is no surprise that the topic has been receiving considerable attention over the past years.

Author : Cristina Ziliani
Publisher : Routledge
ISBN 13 : 0429663420
Total Pages : 256 pages
Book Rating : 4.20/5 ( download)

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Download or read book Loyalty Management written by Cristina Ziliani and published by Routledge. This book was released on 2019-10-08 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this insightful new text, Cristina Ziliani and Marco Ieva trace the evolution of thinking and practice in loyalty management. From trading stamps to Amazon Prime and Alibaba 88 Membership, they present a fresh take on the tools, strategies and skills that underpin its key significance in marketing today. Loyalty management is increasingly identified with the design and management of a quality customer experience on the journey across the many touchpoints that connect the customer with the brand. Evaluating the research on best practice and offering concrete examples from industry, the authors argue that existing schemes and systems are not just things of the past but should be the optimal starting point for companies needing to foster customer loyalty in an omnichannel world. Drawing on 20 years of experience in research, consulting and teaching, the authors have compiled a unique research-based practice-oriented text. It will guide marketers, business leaders and students through the changes in marketing thought and practice on loyalty management as well as offering practical guidance on the skills and capabilities that companies need if they want to be successful at delivering essential loyalty-driving customer experiences.

Author : Philip Kotler
Publisher : Springer Science & Business Media
ISBN 13 : 3540447296
Total Pages : 368 pages
Book Rating : 4.90/5 ( download)

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Download or read book B2B Brand Management written by Philip Kotler and published by Springer Science & Business Media. This book was released on 2006-09-22 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is one of the first books to probe deeply into the art and science of branding industrial products. The book comes at a time when more industrial companies need to start using branding in a sophisticated way. It provides the concepts, the theory, and dozens of cases illustrating the successful branding of industrial goods. It offers strategies for a successful development of branding concepts for business markets and explains the benefits and the value a business, product or service provides to industrial customers. As industrial companies are turning to branding this book provides the best practices and hands-on advice for B2B brand management.

Author : María Jesús Yagüe Guillén
Publisher : MDPI
ISBN 13 : 3039213350
Total Pages : 122 pages
Book Rating : 4.51/5 ( download)

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Download or read book Customer Loyalty and Brand Management written by María Jesús Yagüe Guillén and published by MDPI. This book was released on 2019-09-23 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).