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The Determinants Of Customer Satisfaction For Business To Business Professional Services
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Book Synopsis The Determinants of Customer Satisfaction for Business-to-business, Professional Services by : Paul Patterson
Download or read book The Determinants of Customer Satisfaction for Business-to-business, Professional Services written by Paul Patterson and published by . This book was released on 1994 with total page 41 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Oxford Handbook of Professional Service Firms by : Laura Empson
Download or read book The Oxford Handbook of Professional Service Firms written by Laura Empson and published by OUP Oxford. This book was released on 2015-08-13 with total page 561 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past three decades the Professional Service Firm (PSF) sector has emerged as one of the most rapidly growing, profitable, and significant in the global economy. In 2013 the accountancy, management consulting, legal, and architectural sectors alone generated revenues of US$ 1.6 trillion and employed 14 million people. PSFs play an important role in developing human capital, creating innovative business services, reshaping government institutions, establishing and interpreting the rules of financial markets, and setting legal, accounting and other professional standards. The study of PSFs can offer insights into the contemporary challenges facing organizations within the knowledge economy, and deepen understanding of more conventional organizations. Despite their significance, however, PSFs have until recently remained very much in the shadows of organizational and management research. The Oxford Handbook of Professional Service Firms marks the coming of age of PSF scholarship with a comprehensive and integrative exploration of current research and thinking on PSFs, featuring contributions from internationally renowned scholars in the fields of organizational and management studies. It is divided into three distinct sections - the professions, the firms, and the professionals that work within them - and covers subjects from governance and leadership to regulation, entrepreneurship, and diversity. Bringing together a broad range of empirical and theoretical perspectives, the Handbook offers many potentially important insights into the contemporary challenges of organizations in the knowledge economy and suggests new lines of inquiry that may shed further light on the activities and performance of PSFs and the professionals who work within them.
Book Synopsis Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023) by : AHMAD FARABI; SHARIFAH NABILAH SYED SALLEH; QURROH.
Download or read book Proceedings of the International Conference on Business, Management, Accounting and Sustainable Economy (ICBMASE 2023) written by AHMAD FARABI; SHARIFAH NABILAH SYED SALLEH; QURROH. and published by Springer Nature. This book was released on 2024 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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 Proceedings of the 2nd International Conference: Quantitative and Qualitative Methodologies in the Economic and Administrative Sciences by : Christos Frangos
Download or read book Proceedings of the 2nd International Conference: Quantitative and Qualitative Methodologies in the Economic and Administrative Sciences written by Christos Frangos and published by Christos Frangos. This book was released on 2009 with total page 595 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Services Marketing by : Christopher Lovelock
Download or read book Services Marketing written by Christopher Lovelock and published by Pearson Australia. This book was released on 2015-05-20 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Services Marketing is well known for its authoritative presentation and strong instructor support. The new 6th edition continues to deliver on this promise. Contemporary Services Marketing concepts and techniques are presented in an Australian and Asia-Pacific context. In this edition, the very latest ideas in the subject are brought to life with new and updated case studies covering the competitive world of services marketing. New design features and a greater focus on Learning Objectives in each chapter make this an even better guide to Services Marketing for students. The strategic marketing framework gives instructors maximum flexibility in teaching. Suits undergraduate and graduate-level courses in Services Marketing."
Book Synopsis Proceedings of IAC 2017 in Vienna by : group of authors
Download or read book Proceedings of IAC 2017 in Vienna written by group of authors and published by Czech Institute of Academic Education. This book was released on 2017-08-15 with total page 331 pages. Available in PDF, EPUB and Kindle. Book excerpt: International Academic Conference on Teaching, Learning and E-learning and International Academic Conference on Management, Economics and Marketing Vienna, Austria 2017 (IAC-MEM 2017 + IAC-TLEl 2017), August 18 - 19, 2017
Book Synopsis The Customer Centric Enterprise by : Mitchell M. Tseng
Download or read book The Customer Centric Enterprise written by Mitchell M. Tseng and published by Springer Science & Business Media. This book was released on 2011-06-27 with total page 528 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the competitive pressure in global markets. Thus, making enterprises more customer centric efficiently is a top management priority in most industries. Mass customization and personalization are key strategies to meet this challenge. Companies like Procter&Gamble, Lego, Nike, Adidas, Land's End, BMW, or Levi Strauss, among others, have started large-scale mass customization programs. This book provides insight into the different aspects of building a customer centric enterprise. Following an interdisciplinary approach, leading scientists and practitioners share their findings, concepts, and strategies from the perspective of design, production engineering, logistics, technology and innovation management, customer behavior, as well as marketing.
Download or read book Best Practice written by Mohamed Zairi and published by Routledge. This book was released on 2010-02-17 with total page 455 pages. Available in PDF, EPUB and Kindle. Book excerpt: Best Practice: Process Innovation Management highlights best practice in innovation by bringing together practitioners and researchers in this field. This book presents contributions from leading academics and practitioners involved with innovation. They bring together all the strands of research, best practice and advice establishing an essential source of information for all involved with process innovation management.
Book Synopsis Global Business and Management Research: An International Journal Vol.1, No.1 by : Mehran Nejati
Download or read book Global Business and Management Research: An International Journal Vol.1, No.1 written by Mehran Nejati and published by Universal-Publishers. This book was released on 2009-04-14 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Journal of Global Business and Management Research (GBMR) strives to comply with highest research standards and scientific/research/practice journals' qualities. Being international and inter-disciplinary in scope, GBMR seeks to provide a platform for debate among diverse academic and practitioner communities who address a broad area of business and management issues across the globe.
Book Synopsis Business-to-Business Brand Management by : Mark S. Glynn
Download or read book Business-to-Business Brand Management written by Mark S. Glynn and published by Emerald Group Publishing. This book was released on 2009-06-19 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focuses on sensemaking, decisions, actions, and evaluating outcomes relating to managing business-to-business brands including product and service brands. This book features chapters that address aspects of the marketing mix for business-to-business and industrial marketers. It includes papers that provide brand management insights for managers.
Book Synopsis Customer Satisfaction Measurement on the Internet by : Katja Hofmaier
Download or read book Customer Satisfaction Measurement on the Internet written by Katja Hofmaier and published by diplom.de. This book was released on 1999-06-09 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was found to be the appropriate approach to 'CS' measurement. The Critical Incidents Technique can be used to assess the influence of exceptional experiences and the customers' evaluation of value-added services. The method of Focus Group interviewing is most appropriate for the exploration of important product attributes with customers while In-Depth Interviews structure salespeople- and executive interviews. It was also shown that during the research process, several points specific to 'CS' measurements need to be accounted for. The Internet services currently used by marketing and social researchers include E-mail, mailinglists, newsgroups, Internet Chat, the World Wide Web (WWW) and Virtual Worlds. Virtual Worlds, being most advantageous for observational studies, are not useful for customer satisfaction research. Virtual Communities, in turn, have some promising characteristics for future use. Internet research methods based on these services include E-mail surveys, WWW-surveys and online Focus Groups. Common advantages of E-mail- and WWW-surveys include administrative and response speed, cost savings and global reach of respondents. Their greatest common disadvantage is the non-representativeness of the respondents for the larger population as well as their self-selection. Unless access is restricted to a known population, probability sampling is impossible when using the World Wide Web. Because of its serious disadvantages, the use of online Focus Groups is not (yet) advisable. Based on these insights, the Internet was found to be an advantageous medium for customer satisfaction studies only if specific conditions are met. Companies need to investigate on a case-by-case basis if the online measurement of customer satisfaction is possible in their specific situation. The recommendations that were made are summarized in the online research process and the decision-making framework. The results of a survey among market research agencies show that practitioners are to a large extent aware of the limitations within which the Internet can be used for customer satisfaction surveys. However, especially WWW-surveys sometimes are conducted in a way that does [...]
Book Synopsis Information Systems Theory by : Yogesh K. Dwivedi
Download or read book Information Systems Theory written by Yogesh K. Dwivedi and published by Springer Science & Business Media. This book was released on 2011-09-21 with total page 461 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overall mission of this book is to provide a comprehensive understanding and coverage of the various theories and models used in IS research. Specifically, it aims to focus on the following key objectives: To describe the various theories and models applicable to studying IS/IT management issues. To outline and describe, for each of the various theories and models, independent and dependent constructs, reference discipline/originating area, originating author(s), seminal articles, level of analysis (i.e. firm, individual, industry) and links with other theories. To provide a critical review/meta-analysis of IS/IT management articles that have used a particular theory/model. To discuss how a theory can be used to better understand how information systems can be effectively deployed in today’s digital world. This book contributes to our understanding of a number of theories and models. The theoretical contribution of this book is that it analyzes and synthesizes the relevant literature in order to enhance knowledge of IS theories and models from various perspectives. To cater to the information needs of a diverse spectrum of readers, this book is structured into two volumes, with each volume further broken down into two sections. The first section of Volume 1 presents detailed descriptions of a set of theories centered around the IS lifecycle, including the Success Model, Technology Acceptance Model, User Resistance Theories, and four others. The second section of Volume 1 contains strategic and economic theories, including a Resource-Based View, Theory of Slack Resources, Portfolio Theory, Discrepancy Theory Models, and eleven others. The first section of Volume 2 concerns socio-psychological theories. These include Personal Construct Theory, Psychological Ownership, Transactive Memory, Language-Action Approach, and nine others. The second section of Volume 2 deals with methodological theories, including Critical Realism, Grounded Theory, Narrative Inquiry, Work System Method, and four others. Together, these theories provide a rich tapestry of knowledge around the use of theory in IS research. Since most of these theories are from contributing disciplines, they provide a window into the world of external thought leadership.
Book Synopsis Globalization of Services by : Yair Aharoni
Download or read book Globalization of Services written by Yair Aharoni and published by Routledge. This book was released on 2000-06 with total page 347 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important book offers economists both a wealth of new source material and a fresh perspective on the modern global economy. It includes contributions from a wide range of international authors.
Book Synopsis Development, Growth and Finance of Organizations from an Eastern European Context by : Sebastian Vaduva
Download or read book Development, Growth and Finance of Organizations from an Eastern European Context written by Sebastian Vaduva and published by Springer. This book was released on 2017-05-23 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores challenges and approaches to the development, financial management and growth of Eastern European organizations, both public and private. Including papers derived from the 2015 Griffiths School of Management Annual Conference on Business, Entrepreneurship and Ethics (GSMAC), organized by Emanuel University of Oradea, the authors provide a variety of strategies for growth and development in areas such as IT, medical management, marketing, entrepreneurship and family business. Collectively, these contributions provide a problem-solving framework that tackles such questions as: How are the growth and financial models of organizations changing? How should leadership in organizations adapt in order to ensure sustainable growth? How should educational concepts and methods be improved to help the next generation in the new global business environment? The rapid evolution of technology and innovation has changed the face of the business environment. With new actors in the global marketplace and new means of production, marketing and finance, businesses—particularly those in emerging regions, such as Eastern Europe—are faced with the pressure to rethink their structures and models from within. In this new economic climate, common issues such as corruption, risk, and customer satisfaction need to be examined from a globalized perspective. The goal of the 2015 GSMAC conference and the resulting papers is to help organizations and institutions in Eastern Europe and other developing regions formulate strategies and policies to thrive in this environment and promote sustainable management practices.
Book Synopsis Enterprise Systems. Strategic, Organizational, and Technological Dimensions by : Darshana Sedera
Download or read book Enterprise Systems. Strategic, Organizational, and Technological Dimensions written by Darshana Sedera and published by Springer. This book was released on 2015-04-28 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book contains 15 thoroughly refereed research papers selected from 90 submissions for the 5th, 6th, and 7th International Workshop on Enterprise Systems, Pre-ICIS 2010–2012, held in St. Louis, MO, USA, in December 2010, in Shanghai, China, in December 2011, and in Orlando, FL, USA, in December 2012, respectively. In addition, two invited papers complete this volume. The contributions in this edited book are multidisciplinary in scope and cover strategic, organizational, and technological dimensions. They range from purely conceptual to literature reviews to papers on teaching-related aspects. Taken together, these papers provide a holistic view of the enterprise systems research domain, including key characteristics, implementation issues, general aspects of enterprise systems use, specific solutions such as CRM and SCM, and future research directions.
Book Synopsis The Future of Global Business by : Michael Czinkota
Download or read book The Future of Global Business written by Michael Czinkota and published by Routledge. This book was released on 2011-05-27 with total page 779 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the fast-paced world of global business, success is marked by the ability to stay on top of currents events, to recognize new trends, and to react quickly to change. This book offers contributions by global marketing authorities to help you understand this rapidly changing international environment and respond to opportunities and perils. Editors Michael R. Czinkota and Ilkka A. Ronkainen use their years of experience in policy, business, and academia to provide these readings noted for their currency, relevancy, and scholarly depth.
