The satisfaction of change : how knowledge and innovation overcome loyalty in decision-making processes

This book analyzes the impact of the digital economy on customer satisfaction, shopping experience, resistance to change, script theory, and loyalty. The model introduced assumes that online markets have led to a redefinition of the concepts of loyalty and shopping scripts as a way to reduce custome...

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Bibliographic Details
Main Authors: Del Giudice, Manlio, (Author), Della Peruta, Maria Rosaria, (Author)
Format: eBook
Language: English
Published: Cham, Switzerland : Palgrave Macmillan imprint is published by Springer Nature, [2017]
Series: Palgrave studies in democracy, innovation, and entrepreneurship for growth.
Subjects:
Consumer satisfaction.
Consumer behavior.
Electronic commerce.
Customer relations > Management.
Industrial management.
Economic history.
elektronické knihy
electronic books
ISBN: 9783319418841
9783319418834
Physical Description: 1 online resource (xiii, 138 pages) : illustrations.

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100 1 |a Del Giudice, Manlio,  |e author. 
245 1 4 |a The satisfaction of change :  |b how knowledge and innovation overcome loyalty in decision-making processes /  |c Manlio Del Giudice, Maria Rosaria Della Peruta. 
264 1 |a Cham, Switzerland :  |b Palgrave Macmillan imprint is published by Springer Nature,  |c [2017] 
264 4 |c ©2017 
300 |a 1 online resource (xiii, 138 pages) :  |b illustrations. 
336 |a text  |b txt  |2 rdacontent 
337 |a počítač  |b c  |2 rdamedia 
338 |a online zdroj  |b cr  |2 rdacarrier 
490 1 |a Palgrave studies in democracy, innovation, and entrepreneurship for growth 
504 |a Includes bibliographical references (pages 131-134) and index. 
505 0 |a Introduction -- Definition and evolution of the variables in the model in marketing studies and research -- A model of customer retention in business-intensive markets -- Shopping scripts and resistence to change: an empirical verification in business-to-business digital markets -- Managerial implications of the model and final insights. 
506 |a Plný text je dostupný pouze z IP adres počítačů Univerzity Tomáše Bati ve Zlíně nebo vzdáleným přístupem pro zaměstnance a studenty 
520 |a This book analyzes the impact of the digital economy on customer satisfaction, shopping experience, resistance to change, script theory, and loyalty. The model introduced assumes that online markets have led to a redefinition of the concepts of loyalty and shopping scripts as a way to reduce customers' cognitive effort, by optimizing purchase time and increasing the speed and satisfaction of the shopping experience. It describes the utility function of the script by retaining customer loyalty and making the customer more reluctant to abandon his regular supplier. It also explores the difficulty faced by the higher churn rate on the Internet and the minimization of search costs, by integrating more functionality to achieve the ultimate goal of behavioral and cognitive loyalty. The authors provide an analysis in a "digital" view of the economic theory of switching costs and the resulting lock-in mechanisms which, in a classical economy, are often a barrier to disloyalty. 
590 |a SpringerLink  |b Springer Complete eBooks 
650 0 |a Consumer satisfaction. 
650 0 |a Consumer behavior. 
650 0 |a Electronic commerce. 
650 0 |a Customer relations  |x Management. 
650 0 |a Industrial management. 
650 0 |a Economic history. 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Della Peruta, Maria Rosaria,  |e author. 
776 0 8 |i Print version:  |a Del Giudice, Manlio.  |t Satisfaction of Change.  |d Cham : Springer International Publishing : Imprint: Palgrave Macmillan, 2017  |z 3319418831  |z 9783319418834  |w (OCoLC)951643356 
830 0 |a Palgrave studies in democracy, innovation, and entrepreneurship for growth. 
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