Why Do Satisfied Customers Defect A Look At The Concept Of Customer Satisfactions And Its Shortcomings

Author : Thomas Bister-Füsser
Publisher : GRIN Verlag
ISBN 13 : 3640890361
Total Pages : 17 pages
Book Rating : 4.61/5 ( download)

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Download or read book Why do satisfied customers defect? A look at the concept of “customer satisfactions” and its shortcomings written by Thomas Bister-Füsser and published by GRIN Verlag. This book was released on 2011-04-11 with total page 17 pages. Available in PDF, EPUB and Kindle. Book excerpt: Wissenschaftlicher Aufsatz aus dem Jahr 2011 im Fachbereich BWL - Offline-Marketing und Online-Marketing, , Sprache: Deutsch, Abstract: What is customer satisfaction? Customer satisfaction is something formed and hosted in peoples’ (customers’ that is) minds. Customer satisfaction is the result of a comparison. Customers are expected to compare their pre-purchase expectations of a product with their post-purchase experience. Satisfied customers see their expectations met or surpassed by the product, dissatisfied customers see their expectations disappointed. This, in short, is the rationale behind customer satisfaction’s formation and this rationale, despite some stray definitions and operationalizations in the field seems to form the minimum agreement. Agreement, however, vanishes once it comes to the questions what follows from customer satisfaction. Some reasons for this “disagreement” have been identified elsewhere as diverging definitions and different forms to measure customer satisfaction. This short paper will go a step further and look at some analytical properties of the concept of customer satisfaction. These properties will be examined with reference to questions like, why is customer satisfaction expected to influence customer behaviour? What theoretical link exists between customer satisfaction and customer behaviour? And what theoretical shortcomings do explain the fact that after decades of research the status of customer satisfaction remains unclear at best? To answer these questions the next chapter provides the bleak picture of customer satisfaction’s relationship with customers behaviour. Based on doubts sowed in this chapter with respect to the concepts fruitful application, the following chapter will provide an analytic view on customer satisfaction. The next chapter of this paper will look for a theory that can provide the link between customers’ satisfaction and their behaviour or for a theory that can prevent the link from being established. This chapter will draw from Ajzen’s model of planned behaviour. Therefore, it will be necessary to unwrap the hidden premises upon which the assumption that customers’ satisfaction will influences customers’ behaviour is based upon. A final chapter will list results and describe consequences.

Author : Thomas Bister-Füsser
Publisher : GRIN Verlag
ISBN 13 : 3640890531
Total Pages : 37 pages
Book Rating : 4.38/5 ( download)

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Download or read book WHY DO SATISFIED CUSTOMERS DEFECT? A LOOK AT THE CONCEPT OF CUSTOMER SATISFACTIONS AND ITS SHORTCOMINGS written by Thomas Bister-Füsser and published by GRIN Verlag. This book was released on 2011 with total page 37 pages. Available in PDF, EPUB and Kindle. Book excerpt: Wissenschaftlicher Aufsatz aus dem Jahr 2011 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Sprache: Deutsch, Abstract: What is customer satisfaction? Customer satisfaction is something formed and hosted in peoples' (customers' that is) minds. Customer satisfaction is the result of a comparison. Customers are expected to compare their pre-purchase expectations of a product with their post-purchase experience. Satisfied customers see their expectations met or surpassed by the product, dissatisfied customers see their expectations disappointed. This, in short, is the rationale behind customer satisfaction's formation and this rationale, despite some stray definitions and operationalizations in the field seems to form the minimum agreement. Agreement, however, vanishes once it comes to the questions what follows from customer satisfaction. Some reasons for this "disagreement" have been identified elsewhere as diverging definitions and different forms to measure customer satisfaction. This short paper will go a step further and look at some analytical properties of the concept of customer satisfaction. These properties will be examined with reference to questions like, why is customer satisfaction expected to influence customer behaviour? What theoretical link exists between customer satisfaction and customer behaviour? And what theoretical shortcomings do explain the fact that after decades of research the status of customer satisfaction remains unclear at best? To answer these questions the next chapter provides the bleak picture of customer satisfaction's relationship with customers behaviour. Based on doubts sowed in this chapter with respect to the concepts fruitful application, the following chapter will provide an analytic view on customer satisfaction. The next chapter of this paper will look for a theory that can provide the link between customers' satisfaction and their behaviour or for a theory that can preven

Author : Jones Staff
Publisher :
ISBN 13 : 9780000956064
Total Pages : pages
Book Rating : 4.66/5 ( download)

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Download or read book Why Satisfied Customers Defect written by Jones Staff and published by . This book was released on 1995-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Harsh V. Verma
Publisher : Pearson Education India
ISBN 13 : 9788131754474
Total Pages : 680 pages
Book Rating : 4.72/5 ( download)

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Download or read book Services Marketing: Text and Cases, 2/e written by Harsh V. Verma and published by Pearson Education India. This book was released on 2011 with total page 680 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of Services Marketing: Text and Cases takes a leap forward to develop a strategic perspective to the service marketing framework. This edition begins with an initiation into the field of services and then develops an appreciation of the service marketing system and includes five additional chapters. The focus is then directed at service strategy and the creation of sustainable differentiation. The book finally discusses the management of operational issues such as quality, demand matching, recovery and empowerment.

Author : Pat L Weaver-Meyers
Publisher : Routledge
ISBN 13 : 1136370951
Total Pages : 276 pages
Book Rating : 4.53/5 ( download)

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Download or read book Interlibrary Loan/Document Delivery and Customer Satisfaction written by Pat L Weaver-Meyers and published by Routledge. This book was released on 2012-11-12 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book contains the results of the first and only multi-institution study of interlibrary loan and document delivery customer satisfaction among academic library patrons. By examining customer perceptions and ILL/DD activities, Interlibrary Loan/Document Delivery and Customer Satisfaction: Strategies for Redesigning Services allows library administrators and managers to better understand service needs and shows them where to best allocate resources. The volume includes current reports on workload and staffing in ILL, analysis of current ILL statistical software packages, reports of on-site software development, and suggestions for the future of ILL/DD services. As ILL and DD are the fastest growing services in academic libraries, having a tool that provides so much comparative data on service quality, efficiency, and effectiveness is crucial for librarians in search of solutions to an array of ILL/DD problems.Interlibrary Loan/Document Delivery and Customer Satisfaction is a valuable resource for academic librarians, public and special librarians struggling with ILL/DD issues, DD providers (commercial or otherwise), and students in the field of library and information studies. Readers become immersed in the issues as this book: describes the development of local software to reduce the tedious tasks involved in request fulfillment, freeing office personnel to tackle more difficult requests analyzes how important delivery speed is to academic ILL/DD requestors and suggests when investing additional resources in improving delivery speed may be a waste of money provides comparative data on how many requests can be processed by the typical ILL office staff member debunks some long-held assumptions about delivery speed sets guidelines for efficiency and effectiveness proposes two strategies for redesigning ILL services to incorporate new developments in technology and innovative approaches toward long-standing, traditional servicesInterlibrary Loan/Document Delivery and Customer Satisfaction is useful not only to administrators interested in redesigning ILL and DD, but also to other libraries interested in comparing the speed and effectiveness of their service with some positively evaluated services provided by high-volume libraries. The software review helps providers implement the best choice of software for their offices and provides in-depth discussions about the strategies needed to further develop one’s own software to reduce workload. At a time when the tenets of Total Quality Management and customer satisfaction are the focus of many managers, interlibrary loan and document delivery are transforming from peripheral services to primary services in the academic library. Interlibrary Loan/Document Delivery and Customer Satisfaction reflects the convergence of these trends and provides a great snapshot of services provided by a representative group of academic libraries.

Author : Dr Vijay Chaitanya Cheemala
Publisher : Archers & Elevators Publishing House
ISBN 13 : 938650183X
Total Pages : pages
Book Rating : 4.37/5 ( download)

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Download or read book Hrd Practices In Apgenco And Aptransco written by Dr Vijay Chaitanya Cheemala and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Denise Robitaille
Publisher : Paton Professional
ISBN 13 : 9780971323131
Total Pages : 82 pages
Book Rating : 4.35/5 ( download)

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Download or read book The Management Review Handbook written by Denise Robitaille and published by Paton Professional. This book was released on 2002-11 with total page 82 pages. Available in PDF, EPUB and Kindle. Book excerpt: If the term "mangement review" conjures up visions of a wasteful and burdensome ordeal, The Management Review Handbook is just what you need to add value to your review process. The Management Review Handbook provides managers with a simple explanation of how to effectively document, implement, and maintain a management review process.Denise Robitaille's book is an excellent guide to management review for anyone involved in the process. The book's precepts hold true for any size company across a wide spectrum of industries and organizations. The tools found in the handbook can be used by top management, ISO 9001 coordinators, production supervisors, customer service managers, quality technicians, or anyone else involved in the management review process.Plus, the book includes sample forms that aid in the management review process. The forms may be photocopied.

Author : John A. Murphy
Publisher : John Wiley & Sons
ISBN 13 : 0471498181
Total Pages : 307 pages
Book Rating : 4.86/5 ( download)

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Download or read book The Lifebelt written by John A. Murphy and published by John Wiley & Sons. This book was released on 2001-08-08 with total page 307 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization. The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization. In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme. The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement. John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is systematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company. The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.

Author : Sanjay Madria
Publisher : Springer
ISBN 13 : 3319227297
Total Pages : 419 pages
Book Rating : 4.90/5 ( download)

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Download or read book Big Data Analytics and Knowledge Discovery written by Sanjay Madria and published by Springer. This book was released on 2015-08-09 with total page 419 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the 17th International Conference on Data Warehousing and Knowledge Discovery, DaWaK 2015, held in Valencia, Spain, September 2015. The 31 revised full papers presented were carefully reviewed and selected from 90 submissions. The papers are organized in topical sections similarity measure and clustering; data mining; social computing; heterogeneos networks and data; data warehouses; stream processing; applications of big data analysis; and big data.

Author : Jay Singh
Publisher : DEStech Publications, Inc
ISBN 13 : 160595084X
Total Pages : 604 pages
Book Rating : 4.46/5 ( download)

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Download or read book Eighteenth IAPRI World Packaging Conference written by Jay Singh and published by DEStech Publications, Inc. This book was released on 2012 with total page 604 pages. Available in PDF, EPUB and Kindle. Book excerpt: Part of a series based on an important global packaging meeting, which brings together packaging researchers from universities and industry, this book covers subjects such as: active/intelligent packaging, distribution packaging, medical, cosmetic and pharmaceutical packaging, food and agricultural packaging, and hazardous materials containers.