Maria Rosaria Della Peruta / Manlio Del Giudice
The Satisfaction of Change
- Springer International Publishing
- 2016
- Gebunden
- 152 Seiten
- ISBN 9783319418834
This book analyzes the impact of the digital economy on customer satisfaction, shopping experience, resistance to change, script theory, and loyalty. The model introduced assumes that online markets have led to a redefinition of the concepts of loyalty and shopping scripts as a way to reduce customers¿ cognitive effort, by optimizing purchase time and increasing the speed and satisfaction of the shopping experience. It describes the utility function of the script by retaining customer loyalty and making the customer more reluctant to abandon his regular supplier. It also explores the difficulty faced by the higher churn rate on the Internet and the minimization of search costs,
Mehr
Weniger
zzgl. Versand
in Kürze