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Published by Thieme, Stuttgart, 1995
ISBN 10: 3131015217ISBN 13: 9783131015211
Seller: Antiquariat Armebooks, Frankfurt am Main, Germany
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Taschenbuch. Condition: Gut. Thieme 1995 : Klaus-Peter Kunze - tb BT-KZI2-89PY Sprache: Deutsch Gewicht in Gramm: 500.
Published by Examicus Verlag Mrz 2012, 2012
ISBN 10: 3656991405ISBN 13: 9783656991403
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Germany
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Essay from the year 1998 in the subject Medicine - Hospital Environment, Clinical Medicine, grade: 1.7, University of Nottingham, language: English, abstract: The purpose of the present paper is to examine measures, available to hospital managers to control the frequency of clinical negligence claims and their ultimate cost. Moreover, the extent to which hospital managers can transfer that risk to others is inv 16 pp. Englisch.
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Published by Examicus Verlag, 2012
ISBN 10: 3656991510ISBN 13: 9783656991519
Seller: Lucky's Textbooks, Dallas, TX, U.S.A.
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Condition: New.
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Published by Bod Third Party Titles, 2012
ISBN 10: 3656990956ISBN 13: 9783656990956
Seller: PBShop.store US, Wood Dale, IL, U.S.A.
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PAP. Condition: New. New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000.
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Published by Examicus Verlag Mrz 2012, 2012
ISBN 10: 3656991561ISBN 13: 9783656991564
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Germany
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Seminar paper from the year 1998 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1, University of Nottingham, language: English, abstract: A basic premise of marketing is that organisational performance is improved by satis-fying customers. In the light of this proclamation, the present paper examines evidence sug-gesting that the adoption of a marketing-led approach to business actually imp 16 pp. Englisch.
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Published by Examicus Verlag Mrz 2012, 2012
ISBN 10: 3656991472ISBN 13: 9783656991472
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Germany
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Seminar paper from the year 1998 in the subject Business economics - Operations Research, grade: 1.7, University of Nottingham, language: English, abstract: In recent years, scholars have frequently criticised Britain's market-based system of corporate governance. In particular, theory has focused on whether the German system should be viewed as an alternative to the UK model. The purpose of this paper is to 20 pp. Englisch.
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Published by Examicus Publishing, 2012
ISBN 10: 3867465649ISBN 13: 9783867465649
Seller: PBShop.store US, Wood Dale, IL, U.S.A.
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PAP. Condition: New. New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000.
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Published by diplom.de 2001-02, 2001
ISBN 10: 383863098XISBN 13: 9783838630984
Seller: Chiron Media, Wallingford, United Kingdom
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PF. Condition: New.
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Published by Diplom.De Mai 2001, 2001
ISBN 10: 3838641450ISBN 13: 9783838641454
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Germany
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Thesis (M.A.) from the year 1998 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, University of Nottingham (Business School), language: English, abstract: Inhaltsangabe:Abstract:The idea of understanding consumer behaviour as a sequential decision-making process is one that is common in marketing. The decision-making process itself is presented as a logical flow of activities, working from problem recognition to purchase to post-purchase evaluation. This decision-making process is affected by a number of other more complex influences. Some of these influences relate to the wider environment in which the decision is being made while others relate to the individual who makes the decision.In this context, . [o]ne of the most widely accepted notions in consumer behavior is that word-of-mouth communication (hereafter WOM) plays an important role in shaping consumers' attitudes and behaviors. More specifically, WOM communications between consumers are a topic of interest in both the pre-purchase and post-purchase decision-making literature. Research into the diffusion of innovations has focused on modelling the role of WOM in product adoption at various stages of the diffusion process. WOM has also been studied as a mechanism through which consumers convey both informational and normative influences in the product evaluation. Finally, WOM has been identified as an important post-purchase complaining option.Although WOM plays an important role in consumer pre-purchase and post-purchase decision-making, research into this phenomenon has been fragmented. Importantly, relatively little attention has been directed at understanding key issues with respect to WOM recommendation sources and the factors that influence their use. The aim of the present work is to add to this small body of empirical research. The main part of this paper is divided into two chapters. Chapter 2, that follows an introduction to the work, is a theoretical one. It is a review of the literature on consumer decision-making and the individual and environmental influences on it. Emphasis is being placed on WOM communication and its role in understanding consumer behaviour. Chapter 3 focuses on the choice of WOM recommendation sources. Empirical research is presented which explores the influences on the choice over WOM recommendation sources. Finally, concluding remarks and recommendations for further research can be found in chapter 4.Inhaltsverzeichnis:Table of Contents:Chapter 1: Introduction1 Chapter 2: Literature Review32.1Consumer Decision-Making32.1.1The Decision-Making Process42.1.1.1Problem Recognition52.1.1.2Information Search62.1.1.3Evaluation of Alternatives82.1.1.4Purchase92.1.1.5Post-Purchase Evaluation102.1.2Individual Influences122.1.3Environmental Influences152.1.3.1Culture152.1.3.2Social Class162.1.3.3Reference Groups162.2Word-of-Mouth Communication202.2.1Definition202.2.2Scope and Significance202.2.3Characteristics of WOM222.2.4The Nature of WOM242.2.4.1Types242.2.4.2Process242.2.4.3Conditions282.2.4.4Motives2 92.2.5WOM and the Consumer Behaviour Literature302.2.5.1Adoption and Diffusion on Innovations302.2.5.2Post-Purchase Decision-Making312.2.5.3Pre-Purchase Decision-Making33Chapter 3: Empirical Analysis343.1The Model343.1.1Recommendation Sources343.1.2Evaluative Cues353.1.3Task Difficulty363.1.4Prior Knowledge373.1.5Hypotheses393.2Research Context433.3Method453.3.1Research Instrument453.3.2Procedure473.3.3Sample483.4Results503.5Discussion573.6Limitations61Chapter 4: Conclusion62Appendix AAppendix BReferences 92 pp. Englisch.
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Published by Diplom.De Jan 2003, 2003
ISBN 10: 3838662911ISBN 13: 9783838662916
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Germany
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Inhaltsangabe:Abstract:Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers.Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes.The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [¿] 288 pp. Englisch.
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Published by Examicus Verlag Mrz 2012, 2012
ISBN 10: 3867467439ISBN 13: 9783867467438
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Germany
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Doctoral Thesis / Dissertation from the year 2002 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1.3, University of Nottingham, language: English, abstract: Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company?s response to service failure and . Die Arbeit erhielt den ITB Wissenschaftspreis 2004 284 pp. Englisch.
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Published by Edward Elgar Publishing, 2024
ISBN 10: 1035325977ISBN 13: 9781035325979
Seller: GreatBookPrices, Columbia, MD, U.S.A.
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Condition: New.
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