Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies


Book Description

Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technology’s involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.




EBK: Services Marketing: Integrating Customer Service Across the Firm 4e


Book Description

Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.







Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business


Book Description

In the next few years, it is expected that most businesses will have transitioned to the use of electronic commerce technologies, namely e-commerce. This acceleration in the acceptance of e-commerce not only changes the face of business and retail, but also has introduced new, adaptive business models. The experience of consumers in online shopping and the popularity of the digital marketplace have changed the way businesses must meet the needs of consumers. To stay relevant, businesses must develop new techniques and strategies to remain competitive in a changing commercial atmosphere. The way in which e-commerce is being implemented, the business models that have been developed, and the applications including the benefits and challenges to e-commerce must be discussed to understand modern business. The Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business discusses the best practices, latest strategies, and newest methods for implementing and using e-commerce in modern businesses. This includes not only a view of how business models have changed and what business models have emerged, but also provides a focus on how consumers have changed in terms of their needs, their online behavior, and their use of e-commerce services. Topics including e-business, e-services, mobile commerce, usability models, website development, brand management and marketing, and online shopping will be explored in detail. This book is ideally intended for business managers, e-commerce managers, marketers, advertisers, brand managers, executives, IT consultants, practitioners, researchers, academicians, and students interested in how e-commerce is impacting modern business models.




New Communication in the Post-Pandemic Era: Media, Education, and Information


Book Description

The Games and Simulation section of this book covers the topics of game user experience, game narrative, playability heuristics, human computer interaction, and various computer simulations. The Computer Graphics section deals with 3D modeling, procedural content generation, visualization, and interaction techniques.




Computer Science and Convergence


Book Description

Computer Science and Convergence is proceedings of the 3rd FTRA International Conference on Computer Science and its Applications (CSA-11) and The 2011 FTRA World Convergence Conference (FTRA WCC 2011). The topics of CSA and WCC cover the current hot topics satisfying the world-wide ever-changing needs. CSA-11 will be the most comprehensive conference focused on the various aspects of advances in computer science and its applications and will provide an opportunity for academic and industry professionals to discuss the latest issues and progress in the area of CSA. In addition, the conference will publish high quality papers which are closely related to the various theories and practical applications in CSA. Furthermore, we expect that the conference and its publications will be a trigger for further related research and technology improvements in this important subject. The main scope of CSA-11 is as follows: - Mobile and ubiquitous computing - Dependable, reliable and autonomic computing - Security and trust management - Multimedia systems and services - Networking and communications - Database and data mining - Game and software engineering - Grid, cloud and scalable computing - Embedded system and software - Artificial intelligence - Distributed and parallel algorithms - Web and internet computing - IT policy and business management WCC-11 is a major conference for scientists, engineers, and practitioners throughout the world to present the latest research, results, ideas, developments and applications in all areas of convergence technologies. The main scope of WCC-11 is as follows: - Cryptography and Security for Converged environments - Wireless sensor network for Converged environments - Multimedia for Converged environments - Advanced Vehicular Communications Technology for Converged environments - Human centric computing, P2P, Grid and Cloud computing for Converged environments - U-Healthcare for Converged environments - Strategic Security Management for Industrial Technology - Advances in Artificial Intelligence and Surveillance Systems




The Corporate Reputation of Multinational Corporations


Book Description

Cathrin Huber investigates the reputation of multinational corporations and provides novel insights and important implications for researchers and managers based on theoretical considerations and empirical analyses. She shows that country-specific factors like cultural or political factors, but also institutional differences between countries as well as firm-specific resources in a country influence the corporate reputation-consumer behavior relationship. Additionally, an overview of the main cultural approaches and how they influence consumers’ corporate reputation perceptions is given.




Customer Loyalty and Supply Chain Management


Book Description

Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties—particularly suppliers, manufacturers, retailers, dealers, customers—involved in achieving customer’s needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context.




Brand Loyalty


Book Description




Transfer, Diffusion and Adoption of Next-Generation Digital Technologies


Book Description

This book constitutes the refereed proceedings of the IFIP WG 8.6 International Working Conference on Transfer and Diffusion of IT, TDIT 2023, which took place in Nagpur, India, in December 2023. The 87 full papers and 23 short papers presented in these proceedings were carefully reviewed and selected from 209 submissions. The papers are organized in the following topical sections: Volume I: Digital technologies (artificial intelligence) adoption; digital platforms and applications; digital technologies in e-governance; metaverse and marketing. Volume II: Emerging technologies adoption; general IT adoption; healthcare IT adoption. Volume III: Industry 4.0; transfer, diffusion and adoption of next-generation digital technologies; diffusion and adoption of information technology.