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Handbook of research on the interplay between service quality and customer delight

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Handbook of research on the interplay between service quality and customer delight/ Sarmistha Sarma and Neha Gupta, editor.
其他作者:	Sarma, Sarmistha.
出版者:	Hershey, Pennsylvania :IGI Global, : 2023,
面頁冊數:	1 online resource (438 p.)
內容註:	Chapter 1. A conceptual framework for e-service quality: special reference to switching intention in online trading -- Chapter 2. A study on factors influencing the purchase intention of insurance products amongst urban households of gandhinagar city -- Chapter 3. A systematic literature review of customer satisfaction on digital banking -- Chapter 4. Attitudes, awareness, and use of the consumer protection act among retail furniture consumers in the Umlazi Township, South Africa -- Chapter 5. COVID-19 and cognitive vs. emotional consumer variations on decision making: COVID-19's impact on consumers -- Chapter 6. Customer empowerment, customer retention, and performance of firms: role of innovation and customer delight as mediators through satisfaction -- Chapter 7. Customer experience and delight in the metaverse -- Chapter 8. Enhancing employee productivity through human capital analytics -- Chapter 9. Envisioning delight in school education service: observations from implementation of global citizenship education (GCED) in Indian schools -- Chapter 10. Factors for customer satisfaction for OTT subscription using service quality framework: impact of quality of content andmonetary value on customer satisfaction and willingness to pay -- Chapter 11. Factors influencing ease of access to banks: a case study of the State Bank of India -- Chapter 12. Importance of motivators for crowds to participate in an online crowdsourcing activity: a tool for perceived value, customer delight, and customer satisfaction -- Chapter 13. Journey of FinTechs in India from evolution to revolution -- Chapter 14. Microfinancing global observation on the interplay between service quality and customer delight -- Chapter 15. Performance and science mapping analysis on service quality in the healthcare sector: a bibliometric analysis using Scopus database -- Chapter 16. Retailing narrative: a systematic literature review and outlook for further research -- Chapter 17. To study the service gap between customer perceptions and expectations in services provided by cab aggregators -- Chapter 18. Understanding investor satisfaction of financial products under the SLP approach: an attempt to understand investor priorities.
標題:	Customer services. -
電子資源:	http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-6684-5853-2
ISBN:	9781668458556 (electronic bk.)

Handbook of research on the interplay between service quality and customer delight
Handbook of research on the interplay between service quality and customer delight[electronic resource] /Sarmistha Sarma and Neha Gupta, editor. - Hershey, Pennsylvania :IGI Global,2023 - 1 online resource (438 p.)

Includes bibliographical references and index.

Chapter 1. A conceptual framework for e-service quality: special reference to switching intention in online trading -- Chapter 2. A study on factors influencing the purchase intention of insurance products amongst urban households of gandhinagar city -- Chapter 3. A systematic literature review of customer satisfaction on digital banking -- Chapter 4. Attitudes, awareness, and use of the consumer protection act among retail furniture consumers in the Umlazi Township, South Africa -- Chapter 5. COVID-19 and cognitive vs. emotional consumer variations on decision making: COVID-19's impact on consumers -- Chapter 6. Customer empowerment, customer retention, and performance of firms: role of innovation and customer delight as mediators through satisfaction -- Chapter 7. Customer experience and delight in the metaverse -- Chapter 8. Enhancing employee productivity through human capital analytics -- Chapter 9. Envisioning delight in school education service: observations from implementation of global citizenship education (GCED) in Indian schools -- Chapter 10. Factors for customer satisfaction for OTT subscription using service quality framework: impact of quality of content andmonetary value on customer satisfaction and willingness to pay -- Chapter 11. Factors influencing ease of access to banks: a case study of the State Bank of India -- Chapter 12. Importance of motivators for crowds to participate in an online crowdsourcing activity: a tool for perceived value, customer delight, and customer satisfaction -- Chapter 13. Journey of FinTechs in India from evolution to revolution -- Chapter 14. Microfinancing global observation on the interplay between service quality and customer delight -- Chapter 15. Performance and science mapping analysis on service quality in the healthcare sector: a bibliometric analysis using Scopus database -- Chapter 16. Retailing narrative: a systematic literature review and outlook for further research -- Chapter 17. To study the service gap between customer perceptions and expectations in services provided by cab aggregators -- Chapter 18. Understanding investor satisfaction of financial products under the SLP approach: an attempt to understand investor priorities.

"Customer delight has been the goal for all companies small and big around the world. The present book is an effort to analyse the nuances of marketing efforts put forward by companies to achieve customer delight and sustain it in afiercely competitive marketing environment. The book proposes to have chapters from around the world giving a global perspective to understanding the concept of customer delight"--

ISBN: 9781668458556 (electronic bk.)Subjects--Topical Terms:

657636
Customer services.
Index Terms--Genre/Form:

542853
Electronic books.

LC Class. No.: HF5415.5 / .H28164 2023e

Dewey Class. No.: 658.8/12

Handbook of research on the interplay between service quality and customer delight
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245 0 0 $a Handbook of research on the interplay between service quality and customer delight $h [electronic resource] / $c Sarmistha Sarma and Neha Gupta, editor.
260 $a Hershey, Pennsylvania : $b IGI Global, $c 2023
300 $a 1 online resource (438 p.)
504 $a Includes bibliographical references and index.
505 0 $a Chapter 1. A conceptual framework for e-service quality: special reference to switching intention in online trading -- Chapter 2. A study on factors influencing the purchase intention of insurance products amongst urban households of gandhinagar city -- Chapter 3. A systematic literature review of customer satisfaction on digital banking -- Chapter 4. Attitudes, awareness, and use of the consumer protection act among retail furniture consumers in the Umlazi Township, South Africa -- Chapter 5. COVID-19 and cognitive vs. emotional consumer variations on decision making: COVID-19's impact on consumers -- Chapter 6. Customer empowerment, customer retention, and performance of firms: role of innovation and customer delight as mediators through satisfaction -- Chapter 7. Customer experience and delight in the metaverse -- Chapter 8. Enhancing employee productivity through human capital analytics -- Chapter 9. Envisioning delight in school education service: observations from implementation of global citizenship education (GCED) in Indian schools -- Chapter 10. Factors for customer satisfaction for OTT subscription using service quality framework: impact of quality of content andmonetary value on customer satisfaction and willingness to pay -- Chapter 11. Factors influencing ease of access to banks: a case study of the State Bank of India -- Chapter 12. Importance of motivators for crowds to participate in an online crowdsourcing activity: a tool for perceived value, customer delight, and customer satisfaction -- Chapter 13. Journey of FinTechs in India from evolution to revolution -- Chapter 14. Microfinancing global observation on the interplay between service quality and customer delight -- Chapter 15. Performance and science mapping analysis on service quality in the healthcare sector: a bibliometric analysis using Scopus database -- Chapter 16. Retailing narrative: a systematic literature review and outlook for further research -- Chapter 17. To study the service gap between customer perceptions and expectations in services provided by cab aggregators -- Chapter 18. Understanding investor satisfaction of financial products under the SLP approach: an attempt to understand investor priorities.
520 $a "Customer delight has been the goal for all companies small and big around the world. The present book is an effort to analyse the nuances of marketing efforts put forward by companies to achieve customer delight and sustain it in afiercely competitive marketing environment. The book proposes to have chapters from around the world giving a global perspective to understanding the concept of customer delight"-- $c Provided by publisher.
650 0 $a Customer services. $3 657636
650 0 $a Customer relations. $3 578582
650 0 $a Quality control. $3 576298
650 0 $a Marketing. $3 536353
655 4 $a Electronic books. $2 lcsh $3 542853
700 1 $a Sarma, Sarmistha. $3 3675294
700 1 $a Gupta, Neha, $d 1985-. $3 3675295
710 2 $a IGI Global. $3 1361470
856 4 0 $u http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-6684-5853-2