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 Electronic eBook
LanguageEnglish
Published Cham, Switzerland : Palgrave Macmillan imprint is published by Springer Nature, [2017]
SeriesPalgrave 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
Online AccessFull text
ISBN9783319418841
9783319418834
Physical Description1 online resource (xiii, 138 pages) : illustrations.

Cover

Table of Contents:
  • 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.

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