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Measuring The Effects Of Satisfaction
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Book Synopsis Measuring the Effects of Satisfaction by : Jeffrey P. Dotson
Download or read book Measuring the Effects of Satisfaction written by Jeffrey P. Dotson and published by . This book was released on 2009 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Abstract: Firms are most successful when they are able to efficiently satisfy the wants and needs of their clientele. As such, customer satisfaction has emerged as one of the more ubiquitous and oft studied constructs in marketing. Central to the study of satisfaction is the desire to understand its antecedents and outcomes. Managers would ultimately like to know how their actions will impact the satisfaction of their consumer base and, by extension, the company's financial performance. Through two essays, this dissertation develops quantitative models that allow for formal study of the relationship between customer satisfaction, employee satisfaction, and firm financial performance. The proposed models are designed to accommodate a variety of challenges often encountered in satisfaction studies including simultaneity, linkage of distributions, and the fusion of multiple data sets. The benefits of these models are demonstrated empirically using data from a national financial services firm.
Book Synopsis Handbook of Market Research by : Christian Homburg
Download or read book Handbook of Market Research written by Christian Homburg and published by Springer. This book was released on 2021-12-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this handbook, internationally renowned scholars outline the current state-of-the-art of quantitative and qualitative market research. They discuss focal approaches to market research and guide students and practitioners in their real-life applications. Aspects covered include topics on data-related issues, methods, and applications. Data-related topics comprise chapters on experimental design, survey research methods, international market research, panel data fusion, and endogeneity. Method-oriented chapters look at a wide variety of data analysis methods relevant for market research, including chapters on regression, structural equation modeling (SEM), conjoint analysis, and text analysis. Application chapters focus on specific topics relevant for market research such as customer satisfaction, customer retention modeling, return on marketing, and return on price promotions. Each chapter is written by an expert in the field. The presentation of the material seeks to improve the intuitive and technical understanding of the methods covered.
Book Synopsis Improving Your Measurement of Customer Satisfaction by : Terry G. Vavra
Download or read book Improving Your Measurement of Customer Satisfaction written by Terry G. Vavra and published by Quality Press. This book was released on 2001-09-25 with total page 509 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis Satisfaction: A Behavioral Perspective on the Consumer by : Richard L. Oliver
Download or read book Satisfaction: A Behavioral Perspective on the Consumer written by Richard L. Oliver and published by Routledge. This book was released on 2014-12-18 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Handbook of Customer Satisfaction and Loyalty Measurement by : Nigel Hill
Download or read book Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Gower Publishing, Ltd.. This book was released on 2000 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. This new edition includes four new chapters on loyalty measurement.
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Book Synopsis How to Measure Customer Satisfaction by : Nigel Hill
Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Routledge. This book was released on 2017-07-05 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Book Synopsis Effects of customer satisfaction on the company's sales success by : Andreas Deptolla
Download or read book Effects of customer satisfaction on the company's sales success written by Andreas Deptolla and published by GRIN Verlag. This book was released on 2004-01-27 with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Measuring the Subjective Well-Being of Nations by : Alan B. Krueger
Download or read book Measuring the Subjective Well-Being of Nations written by Alan B. Krueger and published by University of Chicago Press. This book was released on 2009-11-15 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Surely everyone wants to know the source of happiness, and indeed, economists and social scientists are increasingly interested in the study and effects of subjective well-being. Putting forward a rigorous method and new data for measuring, comparing, and analyzing the relationship between well-being and the way people spend their time—across countries, demographic groups, and history—this book will help set the agenda of research and policy for decades to come. It does so by introducing a system of National Time Accounting (NTA), which relies on individuals’ own evaluations of their emotional experiences during various uses of time, a distinct departure from subjective measures such as life satisfaction and objective measures such as the Gross Domestic Product. A distinguished group of contributors here summarize the NTA method, provide illustrative findings about well-being based on NTA, and subject the approach to a rigorous conceptual and methodological critique that advances the field. As subjective well-being is topical in economics, psychology, and other social sciences, this book should have cross-disciplinary appeal.
Book Synopsis Measuring Customer Satisfaction Index and Its Effect on Corporate Profitability by : Korbkul Jantarakolica
Download or read book Measuring Customer Satisfaction Index and Its Effect on Corporate Profitability written by Korbkul Jantarakolica and published by . This book was released on 2019 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction has undeniably played an essential role for cooperate in developing their goods and services or business operation to better serve customers' need. Satisfaction can induce to a loyalty and then lead to the impact on firm's performance. Technique in constructing the index has been criticized concerning its bias caused by sample selection bias of the observed customers. This study intends to propose more appropriated technique in constructing customer satisfaction index which can be unbiasedly compared. The process begins by first estimating Structure Equation Model (SEM) of the factor determining customer satisfaction in order to construct the index that already controls impacts of other factors. Then, the impact of over-rating and under-rating of the customers in each group is eliminated by subtracting minimum value of the group and dividing by the range of the group. As a result, the adjusted customer satisfaction can be appropriately used in comparing customer satisfaction indices across different business clusters.Furthermore, we applied the customer satisfaction index to determine the relationship between customer satisfaction and cooperate profitability. The findings unveil the significantly positive relationship between customer satisfaction index and cooperate performance in an aspect of firm's profitability, including return on asset (ROA), return on equity (ROE), gross profit margin (GM) and net profit margin (NM).
Book Synopsis The Handbook of Marketing Research by : Rajiv Grover
Download or read book The Handbook of Marketing Research written by Rajiv Grover and published by SAGE. This book was released on 2006-06-23 with total page 721 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handbook of Marketing Research comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented firm.
Author :Evangelos Grigoroudis Publisher :Springer Science & Business Media ISBN 13 :1441916407 Total Pages :319 pages Book Rating :4.4/5 (419 download)
Book Synopsis Customer Satisfaction Evaluation by : Evangelos Grigoroudis
Download or read book Customer Satisfaction Evaluation written by Evangelos Grigoroudis and published by Springer Science & Business Media. This book was released on 2009-11-07 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Measuring Customer Satisfaction and Loyalty by : Bob E. Hayes
Download or read book Measuring Customer Satisfaction and Loyalty written by Bob E. Hayes and published by Asq Press. This book was released on 2008 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--BOOK JACKET.
Book Synopsis Measurement, Meaning and Consequences of .COM Satisfaction by : Qimei Chen
Download or read book Measurement, Meaning and Consequences of .COM Satisfaction written by Qimei Chen and published by . This book was released on 2001 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Measuring Life Satisfaction in Thailand by : Orose Leelakulthanit
Download or read book Measuring Life Satisfaction in Thailand written by Orose Leelakulthanit and published by . This book was released on 1989 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Handbook of Marketing Decision Models by : Berend Wierenga
Download or read book Handbook of Marketing Decision Models written by Berend Wierenga and published by Springer Science & Business Media. This book was released on 2008-09-05 with total page 621 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing models is a core component of the marketing discipline. The recent developments in marketing models have been incredibly fast with information technology (e.g., the Internet), online marketing (e-commerce) and customer relationship management (CRM) creating radical changes in the way companies interact with their customers. This has created completely new breeds of marketing models, but major progress has also taken place in existing types of marketing models. Handbook of Marketing Decision Models presents the state of the art in marketing decision models. The book deals with new modeling areas, such as customer relationship management, customer value and online marketing, as well as recent developments in other advertising, sales promotions, sales management, and competition are dealt with. New developments are in consumer decision models, models for return on marketing, marketing management support systems, and in special techniques such as time series and neural nets.
Book Synopsis Job Satisfaction by : Paul E. Spector
Download or read book Job Satisfaction written by Paul E. Spector and published by SAGE Publications. This book was released on 1997-03-26 with total page 107 pages. Available in PDF, EPUB and Kindle. Book excerpt: Distilling the vast literature on this frequently studied variable in organizational behaviour research, Paul E Spector provides the student and professional with a pithy overview of the application, assessment, causes and consequences of job satisfaction. In addition to discussing the nature of and techniques for assessing job satisfaction, the author summarizes the findings concerning how people feel towards work, including: cultural and gender differences in job satisfaction and personal and organizational causes; and potential consequences of job satisfaction and dissatisfaction. Students and researchers will particularly appreciate the extensive list of references and the Job Satisfaction Survey included in the Appendix.
