The measurement of service quality and customer satisfaction has received considerable academic attention over the past twenty-five years. Companies spend hundreds of millions of dollars and thousands of people hours trying to understand and influence customers, and often assume (incorrectly) that satisfied customers are loyal ones. Simply understanding customer satisfaction is not enough – researchers and managers must also examine how satisfaction influences customer behavior. This paper...

Align Strategy With Metrics Using Social Monitoring Best Practices“Two or three years from now, every public relations firm that wants to be taken seriously in the C-suite and/or a lead marketing role will have someone like Marshall in its senior leadership ranks, a chief analytics officer responsible for ensuring that account leaders think more deeply about analytics and that thfirm works with the best available outside suppliers to integrate analytics appropriate...

Position your company to handle any brand crisis—instantly and effectivelyToyota, Tylenol, and Goldman Sachs all made the best of serious brand crises. You can, too, with Brand Turnaround!Brand Turnaround examines a number of brand crises—explaining first what went wrong and then revealing the steps companies took to manage their recovery—all while giving you practical insight and methods you can use to make a positive difference in your b...

The promise of marketing analytics in the age of Big Data is the ability to make your marketing efforts much more targetable, trackable, and testable. But in practice, realizing this promise is hard -- logically, technically, and especially organizationally.Pragmalytics helps you address this challenge with practical techniques and real-world examples, to help you better navigate the modern marketing forest among ever-denser thickets of data, channels, and tools.REACTIONS T...

The practices of revenue management and pricing analytics have transformed the transportation and hospitality industries, and are increasingly important in industries as diverse as retail, telecommunications, banking, health care and manufacturing. Segmentation, Revenue Management and Pricing Analytics guides students and professionals on how to identify and exploit revenue management and pricing opportunities in different business contexts.Bodea and Ferguson introduce con...

Through compelling case studies, Word of Mouse maps out a broad range of strategies that companies can employ to raise revenue, customer loyalty, and satisfaction.At the vanguard of the Internet revolution are two computer scientists from Minnesota who are pioneers of Collaborative Filtering (CF). CF is a technology that enables companies to understand their customers and in turn sell products, goods, and services with remarkable success. To test CF, John ...

This book presents a systematic collation of the regional and global dimensions of the leadership role of BRICS countries (Brazil, Russia, India, China and South Africa). It analyses the rising regional and global leadership of BRICS, using specific benchmarks to gauge the nature of this leadership. The elements examined include willingness to lead, the capacity to do as much, and the degree to which the given actor is accepted as a leader both within and beyond its region. The chapters in...

In this book, we're going to tackle one of the main problems in our professional lives. How to handle god-awful managers and horrible bosses! They are difficult to please, get along with, and demand too much! It seems as though that boss was put there to torment us. He's the devil incarnate!But how do we deal with him or her? What steps and strategies can we do to get that person off our backs!Most all of us possess a clear vision o...

This book develops a comprehensive framework for creating sustainable new business approaches on a massive scale. It relates the power of entrepreneurship, investment and technology to four areas in which progress is urgently needed to get out of the world’s current impasse. These are: game-changing innovations in companies; a way forward for the global fashion industry that reconciles competitiveness and worker dignity; turning around the energy crisis; and restoring capital markets to be...

From Chinese Brand Culture to Global Brands examines branding from the Chinese perspective, and predicts that China's greatest brands are poised for global dominance.

This book provides a comprehensive overview of corporate social responsibility and its development in Africa. It provides in-depth studies on 11 sub-Saharan countries, demonstrating that corporate social responsibility is forming and going through different stages of metamorphosis in the continent. Though corporate and individual attitudes towards sustainability in Africa still leave a lot to be desired, this book showcases how things are rapidly changing for the better in this regard. It ...

In our desperate attempt to stay young forever we have achieved eternal childishness, rather than eternal youth. Mankind has gradually become Pankind.We live in an adolescent society, Neverland, where never growing up seems more the norm than the exception. Little boys wearing expensive suits and adult bodies should not be allowed to run big corporations. They shouldn't be allowed to run small businesses, governments, armies, religions either. Mankind has become Pankind and whilst ...