The satisfaction of change : how knowledge and innovation overcome loyalty in decision-making processes / Manlio Del Giudice, Maria Rosaria Della Peruta.
Del Giudice, Manlio, author.; Della Peruta, Maria Rosaria, author.
2017
HF5415.32 .D445 2017eb
Available Online

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Title The satisfaction of change : how knowledge and innovation overcome loyalty in decision-making processes / Manlio Del Giudice, Maria Rosaria Della Peruta.
Author Del Giudice, Manlio, author.
ISBN 9783319418841 (electronic book)
331941884X (electronic book)
9783319418834
3319418831
DOI https://doi.org/10.1007/978-3-319-41884-1
Published Cham, Switzerland : Palgrave Macmillan imprint is published by Springer Nature, [2017]
Copyright ©2017
Language English
Description 1 online resource (xiii, 138 pages) : illustrations.
Other Standard Identifiers 10.1007/978-3-319-41884-1 doi
Call Number HF5415.32 .D445 2017eb
Dewey Decimal Classification 650
Summary 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, by integrating more functionality to achieve the ultimate goal of behavioral and cognitive loyalty. The authors provide an analysis in a "digital" view of the economic theory of switching costs and the resulting lock-in mechanisms which, in a classical economy, are often a barrier to disloyalty.
Bibliography, etc. Note Includes bibliographical references (pages 131-134) and index.
Access Note Access limited to authorized users.
Digital File Characteristics text file PDF
Source of Description Description based on print version record.
Added Author Della Peruta, Maria Rosaria, author.
Series Palgrave studies in democracy, innovation, and entrepreneurship for growth.
Available in Other Form Satisfaction of Change.
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Record Appears in Online Resources > Ebooks
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Introduction
Definition and evolution of the variables in the model in marketing studies and research
A model of customer retention in business-intensive markets
Shopping scripts and resistence to change: an empirical verification in business-to-business digital markets
Managerial implications of the model and final insights.

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