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Customer Experiences Affect Customer Loyalty An Empirical Investigation Of The Starbucks Experience Using Structural Equation Modeling
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Book Synopsis Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling by : Daniel Gurski
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.
Book Synopsis HCI in Business, Government and Organizations. eCommerce and Consumer Behavior by : Fiona Fui-Hoon Nah
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
Book Synopsis Service Marketing Strategies for Small and Medium Enterprises: Emerging Research and Opportunities by : Rahman, Muhammad Sabbir
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 185 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.
Book Synopsis Proceedings of The 14th IAC 2019 by : group of authors
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)
Book Synopsis How Excellent Experiences affect Customer Loyalty by : Daniel Gurski
Download or read book How Excellent Experiences affect Customer Loyalty written by Daniel Gurski and published by GRIN Verlag. This book was released on 2013-04-22 with total page 63 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2013 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: Abstract The thesis at hand 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 American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Book Synopsis The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary by : Joseph Michelli
Download or read book The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary written by Joseph Michelli and published by McGraw Hill Professional. This book was released on 2006-10-05 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: WAKE UP AND SMELL THE SUCCESS! You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's "most admired" companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the "partners"-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to Reach out to entire communities Listen to individual workers and consumers Seize growth opportunities in every market Custom-design a truly satisfying experience that benefits everyone involved Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today. For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas.
Book Synopsis Principles and Practice of Marketing 10/e by : JOBBER AND ELLI
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
Book Synopsis Investigation of the Effect of Customer Journey Experience on Customer Engagement Considering the Mediating Role of Customer Trust by : Morteza Raeisi Ziarani
Download or read book Investigation of the Effect of Customer Journey Experience on Customer Engagement Considering the Mediating Role of Customer Trust written by Morteza Raeisi Ziarani and published by . This book was released on 2023 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer experience of products and services is a key determinant of sales performance. Customer experience management is the act of planning and strategizing to nurture customer loyalty and create a stable emotional relationship between customers and products with the ultimate goal of improving customer engagement. In this research, the goal was to investigate the effect of customer journey experience on customer engagement considering the mediation of customer trust in this effect. The research was an applied study in terms of purpose, a field study in terms of data collection method, and a descriptive survey in terms of implementation methodology. The statistical population comprised the customers with an experience of shopping from chain stores in Tehran. The sample size was estimated to 384 using Cochran's formula. The data needed to test the hypotheses were collected by an 18-item questionnaire, following the confirmation of its convergent and construct validity and also the confirmation of its reliability using Cronbach's alpha and composite reliability measures. Hypotheses were tested by structural equation modeling. The results showed statistical significance in the relationships between customer journey experience and customer trust and also how these two constructs affect customer engagement. The results suggest that to enhance customer experience, chain store businesses need to have a well-taught business strategy developed with the explicit purpose of proper management of interaction experiences at all touch points with customers.
Book Synopsis A Model of Customer Loyalty by : Udo Schlentrich
Download or read book A Model of Customer Loyalty written by Udo Schlentrich and published by . This book was released on 2001 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Brand-Promise and Brand-Delivery. A Study of Customer Experience Management at Starbucks in Cluj-Napoca by : Szintia Dezsi
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.
Book Synopsis From Consumer Experience to Affective Loyalty: Challenges and Prospects in the Psychology of Consumer Behavior 3.0 by : María Pilar Martínez-Ruiz
Download or read book From Consumer Experience to Affective Loyalty: Challenges and Prospects in the Psychology of Consumer Behavior 3.0 written by María Pilar Martínez-Ruiz and published by Frontiers Media SA. This book was released on 2018-02-19 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: This research topic for Frontiers in Psychology highlights some of the more relevant changes that have conditioned consumer behavior in recent years—among these, the paradigm shift in marketing is worth emphasizing. Today, the market and the companies are implementing Marketing 4.0; This new marketing approach modifies both the business rules and the channels by changing the way to dialogue, interact and relation with consumers. The present Research Topic brings together 30 studies by 76 authors who analyzed the relevance of consumer behavior changes under this new paradigm, using different theoretical and methodological frameworks. These different papers, mainly constituting original research, examine a variety of sub-topics, including online and mobile environments, value co-creation, internal marketing strategies, and diverse industries and product markets. Given this broad selection of papers, we encourage readers to draw their own conclusions about the complex phenomena of consumer behavior. Our hope is that these different perspectives will cover various gaps in the field and prompt discussion among the audience of Frontiers in Psychology.
Book Synopsis The Short Screenplay by : Dan Gurskis
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!
Book Synopsis Starbucks Success Decoded: The Key Factors That Led To Its Success by : The Sapiens Network
Download or read book Starbucks Success Decoded: The Key Factors That Led To Its Success written by The Sapiens Network and published by Hernando Chavez. This book was released on 2022-05-27 with total page 39 pages. Available in PDF, EPUB and Kindle. Book excerpt: STARBUCKS SUCCESS DECODED: THE KEY FACTORS THAT LED TO ITS SUCCESS LEARN HOW CUSTOMER EXPERIENCE, LOYALTY AND SATISFACTION MAKE ALL THE DIFFERENCE ABOUT THIS BOOK There are many reasons why Starbucks succeeds. First, it is not just about coffee. It is about the whole experience: from the coffee to the music, from their interior design to their customer service. The company has created a community of loyal customers who want to go there for this “experience” and socialize with friends or even just spend time with themselves. Second, they have a unique business model that other companies try to copy but can never match because they don't have the same resources as Starbucks. The third reason they succeed is because they offer quality products at affordable prices, which attracts customers into buying them instead of another brand offering similar products. CONTENT Introduction: Why Is Starbucks Successful? What Is Starbucks? Who Is Howard Schultz? How Did Howard Schultz Revolutionize Starbucks? How Does Starbucks Use Customer’s Comfort To Their Benefit? How Starbucks Sells An Atmosphere And Not Coffee? Why Is Customer Experience More Important Than The Product Itself? How Is Starbucks A Master In Customer Experience? Why Are Starbucks’s Coffeeshops So Popular? Why Are Starbucks’s Coffeeshops A Great Place To Relax? Why Are Starbucks’s Coffeeshops A Great Place To Go Work? How Many Stores Does Starbucks Open Every Year? How Starbucks Uses The Concept Of Hospitality? How Does Starbucks Fulfill Customers' Expectations? How Starbucks Introduced New Terms Into The Coffee World Vocabulary? How Does Starbucks Take Care Of Its Employees? Why Does Starbucks Spend More On Training Than Advertising? How Starbucks Inspires Hard Work In Its Employees? What Is Starbucks Mission Statement? How Is Starbucks Aligned On Its Vision Across All Levels Of The Business? What Are Starbucks' 5 Ways Of Being? How Does Starbucks Use Personalization To Create Customer Loyalty? How Does Starbucks Deal With Customer Complaints? How Does Starbucks Get Involved With Communities? How Starbucks Puts Emphasis On Details? ABOUT THE SAPIENS NETWORK The content in this guide is based on extensive official research and comes from a variety of sources, mostly from books published by experts who have mastered each of the topics presented here and who are backed by internationally recognized careers. Therefore, the reader will be able to acquire a large amount of knowledge from more than one reliable and specialized source. This happens because we rely only on official and endorsed media. In addition, we also collect information from different web pages, courses, biographies, and interviews, so we give the reader a broad overview of their topics of interest. We have not only checked that the sources of knowledge are relevant, but we have also made a very careful selection of the final information that makes up this guide. With great practicality, we have compiled the most useful concepts and put them in a way that are easiest for the reader to learn. Our ultimate goal is to simplify all the ideas that they are fully understandable and so that the reader can enjoy a pleasant, practical, and simple reading. This is why we strive to provide only the key information from each expert. In this guide, the reader will not find redundancies or unnecessary or irrelevant content. Each chapter covers the essential and leaves out everything that could be deemed as extra or that does not add anything new to the selected concepts. Thus, the reader will be able to enjoy a text where they will easily find specialized information that comes exclusively from experts and that has been selected with the greatest effectiveness.
Book Synopsis Validating Customer Loyalty Model Using Structural Equation Modeling by : Gerald Mahuro
Download or read book Validating Customer Loyalty Model Using Structural Equation Modeling written by Gerald Mahuro and published by LAP Lambert Academic Publishing. This book was released on 2015-11-10 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: How often does someone patronize a company specifically because of its over-the-top-service? You can probably think of a few examples, such as the traveller who makes a point of returning to a hotel that has a particularly attentive staff. The answer could be you probably can't come up with many.To meet customers' expectations, the company representatives should anticipate and head off the need for follow-up calls, address the emotional distress incurred during the interactions, minimize the need for customers to switch service channels, listen to and learn from disgruntled customers and focus on problem solving.
Book Synopsis Special Interest Trends for Sustainable Tourism by : Jermsittiparsert, Kittisak
Download or read book Special Interest Trends for Sustainable Tourism written by Jermsittiparsert, Kittisak and published by IGI Global. This book was released on 2024-07-26 with total page 459 pages. Available in PDF, EPUB and Kindle. Book excerpt: The rapid changes in many dimensions that have occurred in the past decade have resulted in many changes in peoples conditions and lifestyles. The role of technology in facilitating the fastest pace of development in human history remains a major theme of our time, especially as humanity recovers from the most severe pandemic of the century. As tourism recuperates after the COVID-19 pandemic, a growing number of travelers are showing interest in special interest tourism, seeking unique and tailored travel experiences. It is essential that this resurgence prioritizes sustainability, leveraging technological advancements to create eco-friendly travel options, support local communities, and minimize environmental impacts. Special Interest Trends for Sustainable Tourism offers solutions for sustainable tourist practices, strategies, and developments. It provides the most up-to-date information and views regarding the state and special interest trends of the tourism sector in all its dimensions. This book covers topics such as sustainability, ecotourism, and volunteering, and is a useful resource for business owners, travel agencies, hospitality and tourism professionals, academicians, and researchers.
Book Synopsis Memorable Customer Experiences by : Joëlle Vanhamme
Download or read book Memorable Customer Experiences written by Joëlle Vanhamme and published by CRC Press. This book was released on 2016-04-22 with total page 396 pages. Available in PDF, EPUB and Kindle. Book excerpt: Experiential marketing - or memorable customer experiences - is proving a popular tool amongst businesses seeking to make an impact in a competitive world. Yet the scramble to achieve a presence among experience providers has led many companies to design and implement experiential marketing without integrating it with their overall marketing strategy. These companies often end up dissatisfying their customers rather than delighting them. This research anthology investigates different angles of experiential marketing. The 16 chapters are organised in six sections. The first section considers whether memorable customer experiences result from the use of traditional marketing practices, perhaps implemented more effectively than previously, or require entirely new practices with new foundations that turn companies into experience providers. Section two details ways businesses seek to build brands through putting experiential marketing into practice, while section three asks whether there are general principles that can be applied to the design of customer experiences which ensure successful outcomes whatever market you may operate in. Section four examines how companies manage their customer experiences once they have made the strategic decision to provide them, and section five looks at methods available to evaluate the success of these customer experiences. 'Experiential marketing changes everything!' claim the management gurus, but is it really so significant that not joining this race is dangerous? The last section of the book offers a much needed critique of experiential marketing.
Book Synopsis Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People by : Joseph Michelli
Download or read book Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People written by Joseph Michelli and published by McGraw Hill Professional. This book was released on 2013-09-06 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lead Your Business the Starbucks Way Foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C. One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company’s exemplary leadership practices. Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit--one person, one cup, and one neighborhood at a time. Michelli offers a perspective on the leadership principles that drove the iconic coffee company’s resurgence from serious setbacks during the economic downturn--one of the few true turnaround stories of this time. And the company continues to grow dramatically, entering new markets and channels with fresh products and technologies. In Leading the Starbucks Way, Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry: Savor and Elevate Love to Be Loved Reach for Common Ground Mobilize the Connection Cherish and Challenge Your Legacy Leading the Starbucks Way is a penetrating look at the inner workings of one of today’s most successful brands. The company gave Michelli one-on-one access to a variety of employees (called partners) to write this book--from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer. In short, success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges. Praise for Leading the Starbucks Way “Michelli shows us how a small Seattle-based chain of coffee shops became one of the most beloved brands on the planet. So grab a cup of coffee, put your feet up, and read this book!” Ken Blanchard, coauthor of The One Minute Manager® and Leading at a Higher Level “Culture is everything! This fast-moving, fascinating book gives you countless practical ideas you can use immediately to create a company climate of inspiration and loyalty.” Brian Tracy, author of Full Engagement “Michelli identifies the principles by which Howard Schultz and his team passionately perform in a culture that loves, respects, and rewards suppliers, employees, customers, shareholders, and the community.” Robert Spector, author of The Nordstrom Way “Leading the Starbucks Way provides the key success factors of a lifestyle brand that is globally scaled, locally relevant, and powered by the passion of the Starbucks culture.” John Timmerman, PhD, Senior Strategist of Customer Experience and Innovation, Gallup "Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience." Kirkus Reviews
