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Emotional Satisfaction of Customer Contacts -byHseyin Gngr

ISBN13: 978-9056294663ISBN10: 9056294660

Summary: For marketing and customer services researchers and professionals who areinterested in customer contacts, customer satisfaction and loyalty issues. Contact centers areplaying a pivotal role in customer services of the 21st century. Nevertheless, despite theirgrowing importance and presence, contact centers are increasingly becoming the center forcustomer frustration, and frequently associated with negative comments in the media.Therefore, this research explores the Emotional, Cognitive, General, and Transactionaldimensions of customer satisfaction and loyalty process in the customer contact environment.

As customer contacts can be a source of negative emotions and it is desirable to increase

positive emotions in the contact center environment, this research focuses on the emotionalaspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts(ESCC) in particular. Taking the ESCC as a starting point, this research demonstrates thatfrontline employees are able to observe and register customer satisfaction during serviceencounters, and suggests that the ESCC information can be employed for recovering servicefailures, increasing sales productivity and organizational learning for more customer satisfactionand loyalty....show less

Cover: PaperbackPublisher: Amsterdam University PressPublished: 01/30/2007

Measuring Customer Satisfaction and Loyalty - 3rd editionbyBob E. Hayes

http://www.textbooks.com/?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/buy-textbooks.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/buy-textbooks.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Hseyin_Gngr.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Hseyin_Gngr.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Hseyin_Gngr.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Bob_Hayes.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Bob_Hayes.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Bob_Hayes.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Bob_Hayes.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/Author/Hseyin_Gngr.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/buy-textbooks.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/buy-textbooks.php?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/?CSID=ACOT2QCTOSKACAKKOCUDO2CQBhttp://www.textbooks.com/?CSID=ACOT2QCTOSKACAKKOCUDO2CQB

7/29/2019 Customer Satisfaction-Book Review

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ISBN13: 978-0873897433ISBN10: 0873897439

Summary: The third edition of this best-seller updates its detailed information about how to construct, evaluate, anduse questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods ofsampling and determining an appropriate sample size for reliable results; the reliability and validity of results; realexamples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires;scale development; the concept of quality; frequencies; sampling error; two methods of determining important serviceor product characteristics as perceived by the customer; discussion on the measurement and meaning of customerloyalty, and methods for loyalty-based management. Readers will gain a sound grasp of the scientific methodologyused to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint andfocus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design andevaluation. These and many more important scientific principles are presented in simple, understandableterms....show less

Edition/Copyright: 3RD 08Cover: HardbackPublisher: American Society for QualityPublished: 06/28/2008