CHAPTER 15 CUSTOMER SERVICE, PRODUCT AND DISTRIBUTION STRATEGIES To be successful in the long run , small firms must develop and maintain loyal customers, as it costs for more to replace than keep one. There are three basic beliefs that forms the foundation of customer loyalty: 1. Superior customer service creates customer satisfaction 2. customer’s satisfaction produces customer loyalty 3. Small firms possess great potential for providing superior customer service Failure to emphasis
Words: 2560 - Pages: 11
its declining sales and less market share, forcing research companies (Gartner, Canalys, etc.) to change their expectations. This situation leads us to another important and often ignored perspective of innovation challenges, i.e. consumers' resistance; as consumers' adoption and purchase decision makes a significant difference in the success of innovative products. Problem: Innovation has been called as a key factor for companies to survive and grow in the long run, especially in the dynamic
Words: 25400 - Pages: 102
................................................................ 12 2 1.0. Introduction In today’s society, consumers are bombarded with a massive number of promotional messages delivered to them through different mediums and from different organizations. Whether at home watching TV, listening to Radio, walking in the mall or driving through the city, consumers get exposed to those messages which they process through different channels, and eventually create behavioral responses
Words: 2819 - Pages: 12
Contemporary Approaches to Management & Environments Organizational management can have many approaches. Keeping employees, suppliers and consumers happy can be a complex process. It has been determined that contemporary approaches to management directly relate to an open system and the environments of an organization. Not all contemporary approaches to management relate to every organizational environment directly, but can have an overall impact. Sociotechnical systems theory is a contemporary
Words: 695 - Pages: 3
collection and usage of individuals' personal information (Westin, 1970). We take this approach be- cause, while privacy is a multi-faceted concept, most of the relevant contemporary economic research focuses on consumers' data . Our focus on informational privacy and consumer data, however, should not be construed as a denial of the existence of other dimensions to the pri- vacy debate, which may be more dicult to capture in economic terms (Solove (2006), for instance, distinguishes between
Words: 3315 - Pages: 14
company favoring outcomes of CSR, yet there is a dearth of research on the psychological mechanisms that drive stakeholder responses to CSR activity. Borrowing from the literatures on means-end chains and relationship marketing, we propose a conceptual model that explains how CSR provides individual stakeholders with numerous benefits (functional, psychosocial, and values) and how the type and extent to which a stakeholder derives these benefits from CSR initiatives influences the quality of the relationship
Words: 10255 - Pages: 42
wow 1. Define consumer behavior. Consumer behavior – activities people undertake when obtaining, consuming, and disposing of products and services. 2. Why is consumption a key to understanding why consumers buy products Consuming means how, where, when, and under what circumstances consumers use products. For example, issues relating to consumption might include decisions about whether consumers use products at home or at the office. Researchers have focused on consumption
Words: 2399 - Pages: 10
Consumer Decision Making According to (Consumer decision making process, 2010) Consumer decision making is the process of choosing between two or more alternatives; consumer decision making may be defined as a process of gathering and processing information, evaluating it and selecting the best possible option, goods, services, organizations, people, places, and ideas that will best addressing their current need. Sometimes consumers go through these stages of gathering and processing the information
Words: 3598 - Pages: 15
structure or meaning. * ABC model of attitude: * An attitude has three components: •Affect: the way a consumer feels about an attitude object. •Behavior: person’s intentions to do something with regard to an attitude object. •Cognition: beliefs a consumer has about an attitude object. * The standard learning hierarchy: Assumes that a person approaches a product decision as a problem-solving process. * The low-involvement hierarchy: Assumes the consumer initially does not have strong
Words: 729 - Pages: 3
Executive summary Advertisement campaign in relation to neoclassical theory of consumer, understanding what consumer behavior in terms of their wants and needs, not forgetting their personality, attitude, perception, is not only important to marketers whose main goal is to make profit but also to the government and its various regulatory agencies and the whole society. Such a theory is usually based on a consumer image as one of the highest rational decision maker that widely seeks to maximize
Words: 2351 - Pages: 10
