Für diesen Artikel ist leider kein Bild verfügbar.

Handbook of Research on the Interplay Between Service Quality and Customer Delight

Sarmistha Sarma, Neha Gupta (Herausgeber)

Media-Kombination

438 Seiten

2023
Business Science Reference
978-1-6684-5857-0 (ISBN)

Artikel merken

Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Sarmistha Sarma is an Associate Professor at the Institute of Innovation in Technology and Management (affiliated to Guru Gobind Singh Indraprastha University, Delhi (India)) in the Department of Business Management. She has a PhD in Management from Fakir Mohan University, Balasore, Orissa, (India) along with a Master of Business Administration (M.B.A) from Gauhati University Assam (India). She likes to analyze the various factors leading to purchase decisions. Her research focuses on the ways lifestyle, culture, and ethnicity impact buying decisions. She is a founding member of the Center for Promotion of Multidisciplinary Research (CPMR), a society dedicated to the promotion of applied research in various disciplines. Dr. Neha Gupta is an Assistant Professor at IBCS, SOA University, Bhubaneswar, Odisha in the Department of Business Management. She has a PhD in Management from Utkal University, Bhubaneswar, Orissa, (India) along with a Master of Business Administration (M.B.A) from GGSIPU Delhi. She is also UGC -NET qualified in Management stream. Her research area focuses on consumer behavior, the ways lifestyle, culture, TAM Based research on adaptability and acceptability of technologies."

Erscheint lt. Verlag	31.1.2023
Sprache	englisch
Maße	216 x 279 mm
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
ISBN-10	1-6684-5857-8 / 1668458578
ISBN-13	978-1-6684-5857-0 / 9781668458570
Zustand	Neuware