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Satisfaction: A Behavioral Perspective on the Consumer
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.
Singin' in the Rain
This title combines prose with scholarship to provide the complete inside story of how 'Singin' in the Rain' was made, marketed, and received.
Service Management
“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Mar...
Singin' in the Rain
The classic film musical Singin' in the Rain combines a streamlined 1920s storyline with vivid characters, memorable wisecracks and comedy, romance, riveting dancing, beautiful musical arrangements, gorgeous sets, props, and costumes, and virtuosic camera work. This guide traces the film's genesis and analyzes the music and dance that make Singin' in the Rain Gene Kelly's best-known work.
Sustainable Media
Sustainable Media explores the many ways that media and environment are intertwined from the exploitation of natural and human resources during media production to the installation and disposal of media in the landscape; from people’s engagement with environmental issues in film, television, and digital media to the mediating properties of ecologies themselves. Edited by Nicole Starosielski and Janet Walker, the assembled chapters expose how the social and representational practices of media culture are necessarily caught up with technologies, infrastructures, and environments.Through in-depth analyses of media theories, practices, and objects including cell phone towers, ecologically-themed video games, Geiger counters for registering radiation, and sound waves traveling through the ocean, contributors question the sustainability of the media we build, exchange, and inhabit and chart emerging alternatives for media ecologies.
Comparative Study of Service Quality Metrics: An Empirical Study in the Service Sector
Master's Thesis from the year 2009 in the subject Business economics - Offline Marketing and Online Marketing, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA , language: English, abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identif...
E-Service: New Directions in Theory and Practice
The advent of the era of "e-Service," the provision of services over electronic networks like the internet, is one of the dominant business themes of the new millennium. It reflects the fundamental shift in the economy from goods to services and the explosive expansion of information technology. This book provides a collection of different perspectives on e-Service and a unified framework to understand it, even as the business community grapples with the concept. It features contributions from key researchers and practitioners from both the private and public sectors, as well leading scholars from the fields of marketing, information systems, and computer science. They focus on three key areas: the customer-technology interface; e-Service business opportunities and strategies; and public sector e-Service opportunities. The insights they offer will be equally useful to students, scholars, and practitioners.
