The satisfaction of change : how knowledge and innovation overcome loyalty in decision-making processes / Manlio Del Giudice, Maria Rosaria Della Peruta.
By: Del Giudice, Manlio [author.].
Contributor(s): Della Peruta, Maria Rosaria [author.] | Ohio Library and Information Network.
Series: Publisher: Cham, Switzerland : Palgrave Macmillan imprint is published by Springer Nature, [2017]Copyright date: ©2017Description: 138 pages illustrations.ISBN: 9783319418834.Subject(s): Consumer satisfaction | Consumer behavior | Electronic commerce | Customer relations -- Management | Industrial management | Economic historyGenre/Form: Print books.| Current location | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|
| On Shelf | HF5415.32 .D445 2017 (Browse shelf) | Available | AU00000000011420 |
Includes bibliographical references (pages 131-134) and index.
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.
Available to OhioLINK libraries.
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.