Intro -- Contents -- List of Figures and Tables -- Preface -- Acknowledgments -- 1 The Customer Experience -- Introduction -- The Effect of Brand Image on the Customer's Experience -- Emotions Produced by Interactions with Service Personnel -- Another Perspective on Emotion: Fundamental Human Needs -- Another Role of Security -- Empathy -- The Shopping Environment -- E-Commerce -- Relationship -- Marketing Communicati ons Designed to Increase Customer Loyalty -- Conceptualizing the Entire Customer Experience for Management Purposes -- 2 Collection of Information -- Preface -- Background -- Introduction -- Types of Research -- Overview of a Customer Experience Research Program -- An Obstacle -- Discussion of the Degree of Misrepresentati on Possible -- Accuracy of Measurement in the Transaction and Relationship Studies -- Administering Questionnaires on the Internet -- Strategic Segmentation -- Tactical Segmentation -- Measurement of Customer Loyalty -- Research Costs -- 3 Analysis and Reporting of Information -- Preface -- Introduction -- Measuring Loyalty -- Presentati on of Loyalty Scores -- Presenting Performance Scores on the Customer Experience Factors -- The Special Case of Brand Image -- Prioritizing the Factors for Action by Senior Management -- Next Steps -- Improving Performance on the Attributes -- Thinking and Acting Locally -- Measuring the Performance of Service Channel Managers -- 4 Further Discussion of Analysis and Reporting -- Other Management Decision Tools -- The Value of a Brand -- Conceptual Framework of Loyalty and Its Drivers -- Measuring the Strength of Factor and Attribute Influence -- Another Aspect of Performance -- Do You Need to Fix the System? -- Evaluati ng New Services, Processes, or Training Programs -- Cross-Country Compa risons -- Why Did My Performance Change? -- Detecting Changes in Performance Over Time.

Perceptual Maps -- Customer Value Analysis -- Other Influences on Repurchase Behavior -- Bibliography -- Index.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2018. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.