Intro -- Copyright -- Dedication -- Contents -- Introduction: Disruption in the Retailing World -- Chapter 1: Gain a Competitive Edge: The Kahn Retailing Success Matrix -- Chapter 2: Amazon the Disruptor: Laser Focus on Customer Convenience -- Chapter 3: Lead on Price: Everyday Low Pricing --...

Intro -- Title -- Copyright -- Dedication -- Table of Contents -- Foreword -- Introduction -- Part I: Loyalty Is Lucrative -- Chapter 1: Why Loyalty Matters -- Chapter 2: The Five Factors That Unlock Loyalty -- Part II: Target Your Most Lucrative Customers -- Chapter 3: Pinpoint Your Loyal...

Managing Customer Experiences in an Omnichannel World explores how organizations integrating both the physical and virtual environments for consumers will enable them to effectively manage the customer experience.

Cover -- Guest editorial -- Understanding customer brand engagement in user-initiated online brand communities: antecedents and consequences -- Role of brand attachment in customers' evaluation of service failure -- Brand hate: a multidimensional construct -- Love becomes hate? or love is...

The common thread of the five papers in this volume is that making sense and achieving deep knowledge of three-plus B2B relationships are necessary antecedents for achieving high operating effectiveness, high (on-time) efficiency, and sustaining profits for each firm in these relationships.

Key Features:Distinguishes itself from other publications by its comprehensive analysis of the current status of electronic business, and future predictionsPresents case studies, real-world applications, best practices, lessons-learned of electronic businessDiscuss challenges, critical issues...

Chinese Consumers are Changing The World - Understand Them and Sell To Them China has transformed itself from a feudal economy in the 19th century, to Mao and Communism in the 20th century, to the largest consumer market in the world by the early 21st century. China's Super Consumers explores...

The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of...

Intro -- CUSTOMER RELATIONS -- CUSTOMER RELATIONS -- CONTENTS -- PREFACE -- ALAN P. FISKE'S RELATIONAL MODELS FRAMEWORK: APPLICATIONS TO CUSTOMERS' RELATIONSHIPS WITH SERVICE MARKETERS -- ABSTRACT -- I. INTRODUCTION -- II. FISKE'S RELATIONAL MODELS FRAMEWORK -- III. THE AUTHORITY RANKING (AR)...

Cover -- Make Your Business Social: Engage Your Customers with Social Media -- Copyright -- Dedication -- Contents -- Introduction -- Chapter 1 Why Spend the Time on Social Media? -- Chapter 2 Take It Offline to Develop Your Social Media Content -- Chapter 3 Cultivate an Audience -- Chapter 4...