The Satisfaction of Change How Knowledge and Innovation Overcome Loyalty in Decision-Making Processes /

• Main Authors: Del Giudice, Manlio (Author), Della Peruta, Maria Rosaria (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Palgrave Macmillan, 2017.
• Series: Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth
• Subjects: Business.; Customer relations > Management.; Management.; Industrial management.; Economic history.; Business and Management.; Customer Relationship Management.; Innovation/Technology Management.; Economic History.

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...

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.