rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    non sort: The
    title: Satisfaction of Change
    sub title: How Knowledge and Innovation Overcome Loyalty in Decision-Making Processes
  name:
    name part: Del Giudice, Manlio.
    role:
      role term: creator
    role:
      role term: author.
  name:
    name part: Della Peruta, Maria Rosaria.
    role:
      role term: author.
  name:
    name part: SpringerLink (Online service)
  type of resource: text
  origin info:
    place:
      place term: gw
    date issued: 2017
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: electronic
    form: electronic resource
    reformatting quality: access
    form: remote
    extent: XIII, 138 p. 8 illus., 3 illus. in color. online resource.
  abstract: 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. It is a useful and effective tool for online businesses, their main managerial and strategic implications, and the adaptability to existing contexts. .
  table of contents: 1. Definition and evolution of the variables in the model in marketing studies and research -- 2. A model of customer retention in business-intensive markets -- 3. Shopping scripts and resistance to change: an empirical verification in b2b digital markets -- 4. Managerial Implications of The Model and Final Insights.
  note: by Manlio Del Giudice, Maria Rosaria Della Peruta.
  subject:
    topic: Business
  subject:
    topic: Customer relations
    topic: Management
  subject:
    topic: Management
  subject:
    topic: Industrial management
  subject:
    topic: Economic history
  subject:
    topic: Business and Management
  subject:
    topic: Customer Relationship Management
  subject:
    topic: Innovation/Technology Management
  subject:
    topic: Economic History
  classification: HF5415.5-HF5415.53
  classification: 658.812
  related item:
    title info:
      title: Springer eBooks
  related item:
    title info:
      title: Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth
  identifier: 9783319418841
  identifier: http://dx.doi.org/10.1007/978-3-319-41884-1
  record info:
    record creation date: 161105
    record change date: 20161105141322.0
    record identifier: 978-3-319-41884-1