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Author : Christian Homburg
Publisher :
ISBN 13 : 9783893331697
Total Pages : 39 pages
Book Rating : 4.3/5 (316 download)
Download or read book Customer Satisfaction in Industrial Markets written by Christian Homburg and published by . This book was released on 1997 with total page 39 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Narakesari Narayandas
Publisher :
ISBN 13 :
Total Pages : 46 pages
Book Rating : 4.:/5 (353 download)
Download or read book Customer Satisfaction Impact on Repurchase Intent and Actual Sales in Industrial Markets written by Narakesari Narayandas and published by . This book was released on 1996 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recently, many industrial customers have been reducing the size of their vendor lists. In response, many industrial suppliers have set up customer satisfaction programs to monitor the health of their customer relationships. Two questions are presented by this phenomenon: (i) What are the factors that affect customer satisfaction? (ii) Does changing satisfaction levels over time affect a customer's repurchase intent, and in turn, sales? We address these questions empirically using longitudinal data collected from customers of a multi-billion dollar US firm. Our key findings are: (i) a vendor's account management and delivery services performance are keys to overall satisfaction; (ii) quality changes have an asymmetric effect wherein, improving quality has no positive effect, but decreasing quality has a negative effect on overall satisfaction, i.e., only changes above a certain threshold level impact a customer's repurchase intent; (iv) changes in repurchase intent do not always translate into changes in business volume, particularly where the vendor is not a primary supplier to a customer. We discuss the managerial implications of these findings.
Author : Silvestri, Cecilia
Publisher : IGI Global
ISBN 13 : 1799814211
Total Pages : 389 pages
Book Rating : 4.7/5 (998 download)
Download or read book Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution written by Silvestri, Cecilia and published by IGI Global. This book was released on 2019-11-15 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: A well-planned marketing orientation strategy that keeps customers informed is the first step to building a long-term relationship with customers and providing them with appropriate incentives. The difficulty with providing a winning strategy in a highly competitive market, however, stems from responding to the specific needs of the customers. Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution is an essential reference source that links together three highly relevant topics in the business of modern economy—innovation, customer satisfaction, and sustainability—and analyzes their synergies. Featuring research on topics such as e-business, global business, and sustainable innovation, this book is ideally designed for business consultants, managers, customer service representatives, entrepreneurs, academicians, researchers, and students seeking coverage on directing sustainable companies.
Author : Christian Homburg
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (119 download)
Download or read book Customer Satisfaction in Industrial Markets written by Christian Homburg and published by . This book was released on 1999 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Arend Grünewälder
Publisher : GRIN Verlag
ISBN 13 : 3640169778
Total Pages : 25 pages
Book Rating : 4.6/5 (41 download)
Download or read book Measuring Customer Satisfaction to Identify Areas of Sales written by Arend Grünewälder and published by GRIN Verlag. This book was released on 2008-09-18 with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2008 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of applied sciences, Düsseldorf, course: Sales and Key Account Management, language: English, abstract: This work is about measuring customer satisfaction with the focus on B-2-B markets. In the first chapters the determinants are explained along with the problem of a not well designed measuring program. The intention of this work is to analyze and describe a thoroughly conducted research on satisfaction of industrial customers. The main chapter is organised according the chronological steps for a common research in that field. Each chapter or research element illustrates a correlation to the specific situation of suppliers in B-2-B markets. Basically, this work suggests planning a survey on customer satisfaction in two major steps: firstly, to explore the expectations and attitudes in a qualitative research, and then, based on the first step, to interview customers on their perceptions concerning how well the firm is meeting those expectations. Before drawing the conclusion of this work, the importance of customer satisfaction for companies competing in saturated markets is investigated.
Author : National Academy of Engineering
Publisher : National Academies Press
ISBN 13 : 0309045886
Total Pages : 282 pages
Book Rating : 4.3/5 (9 download)
Download or read book Manufacturing Systems written by National Academy of Engineering and published by National Academies Press. This book was released on 1992-02-01 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some 70 percent of U.S. manufacturing output currently faces direct foreign competition. While American firms understand the individual components of their manufacturing processes, they must begin to work with manufacturing systems to develop world-class capabilities. This new book identifies principles-termed foundations-that have proved effective in improving manufacturing systems. Authored by an expert panel, including manufacturing executives, the book provides recommendations for manufacturers, leading to specific action in three areas: Management philosophy and practice. Methods used to measure and predict the performance of systems. Organizational learning and improving system performance through technology. The volume includes in-depth studies of several key issues in manufacturing, including employee involvement and empowerment, using learning curves to improve quality, measuring performance against that of the competition, focusing on customer satisfaction, and factory modernization. It includes a unique paper on jazz music as a metaphor for participative manufacturing management. Executives, managers, engineers, researchers, faculty, and students will find this book an essential tool for guiding this nation's businesses toward developing more competitive manufacturing systems.
Author : Michael D. Johnson
Publisher : Springer Science & Business Media
ISBN 13 : 3322845095
Total Pages : 369 pages
Book Rating : 4.3/5 (228 download)
Download or read book Customer Retention in the Automotive Industry written by Michael D. Johnson and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.
Author : Nigel Hill
Publisher : Taylor & Francis
ISBN 13 : 1351930052
Total Pages : 161 pages
Book Rating : 4.3/5 (519 download)
Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Taylor & Francis. This book was released on 2017-07-05 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. 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!
Author : BARBARA EVERITT BRYANT
Publisher :
ISBN 13 :
Total Pages : 32 pages
Book Rating : 4.L/5 ( download)
Download or read book CUSTOMER SATISFACTION BY INDUSTRY AMONG DEMOGRAPHIC AND SOCIOECONOMIC GROUPS written by BARBARA EVERITT BRYANT and published by . This book was released on 1994 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Paul Szwarc
Publisher : Kogan Page Publishers
ISBN 13 : 9780749443368
Total Pages : 276 pages
Book Rating : 4.4/5 (433 download)
Download or read book Researching Customer Satisfaction & Loyalty written by Paul Szwarc and published by Kogan Page Publishers. This book was released on 2005 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research.
Author : Chris Denove
Publisher : Penguin
ISBN 13 : 1101216328
Total Pages : 292 pages
Book Rating : 4.1/5 (12 download)
Download or read book Satisfaction written by Chris Denove and published by Penguin. This book was released on 2007-06-26 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company’s commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction. Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance. Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices. For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Author : P. K. Ghosh
Publisher :
ISBN 13 : 9780195677942
Total Pages : 588 pages
Book Rating : 4.6/5 (779 download)
Download or read book Industrial Marketing written by P. K. Ghosh and published by . This book was released on 2006 with total page 588 pages. Available in PDF, EPUB and Kindle. Book excerpt: Industrial Marketing is a comprehensive textbook specially designed to meet the needs of management students. Users will find this book highly useful for its coverage of organizational buying and buyer behaviour, strategy formulation in industrial markets, and product, channel, and price planning for industrial goods and services explained caselets, tables, flow charts, and diagrams.
Author : Thorsten Hennig-Thurau
Publisher : Springer Science & Business Media
ISBN 13 : 3662097451
Total Pages : 454 pages
Book Rating : 4.6/5 (62 download)
Download or read book Relationship Marketing written by Thorsten Hennig-Thurau and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS
Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.8/5 (39 download)
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.
Author : Claes Fornell
Publisher : Macmillan
ISBN 13 : 0230604064
Total Pages : 256 pages
Book Rating : 4.2/5 (36 download)
Download or read book The Satisfied Customer written by Claes Fornell and published by Macmillan. This book was released on 2007 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: A leading expert redefines customer service for the twenty-first century
Author : James Mathewson
Publisher : IBM Press
ISBN 13 : 0133375617
Total Pages : 286 pages
Book Rating : 4.1/5 (333 download)
Download or read book Outside-In Marketing written by James Mathewson and published by IBM Press. This book was released on 2016-04-08 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: Supercharge ROI by Rebuilding Content Marketing Around Your Customer! Marketing has always been about my brand, my product, my company. That’s “inside-out” marketing. Today, customers hate it—and ignore it. What does work? Customized messages they already care about. Marketing that respects their time and gives them immediate value in exchange for their attention. Marketing that’s “outside-in.” Now, two renowned digital marketing thought leaders show how to integrate content marketing with Big Data to create high-ROI, outside-in marketing. James Mathewson and Mike Moran share new practices, techniques, guidelines, and metrics for engaging on your customers’ terms, using their words, reflecting their motivations. Whether you’re a content marketer, marketing executive, or analyst, you’ll learn how to: • Ease your customers’ pain—solve what keeps them up at night—with compelling content experiences • Build content that’s essential to clients and prospects in each step of their buyer journeys • Integrate search and social data into all facets of content development to continually improve its effectiveness • Build evergreen content that is continuously improved to better meet the needs of your clients and prospects • Apply advanced machine learning, text analytics, and sentiment analysis to craft more discoverable, shareable content • Shape your messages to intercept your clients’ and prospects’ information discovery in Google • Transform culture and systems to excel at outside-in marketing
Author : James H. Myers
Publisher : South Western Educational Publishing
ISBN 13 : 9780877572763
Total Pages : 0 pages
Book Rating : 4.5/5 (727 download)
Download or read book Measuring Customer Satisfaction written by James H. Myers and published by South Western Educational Publishing. This book was released on 1999 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: To be competitive in today’s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you’ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today’s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.
