EAN: 9783319418834

THE SATISFACTION OF CHANGE - MANLIO DEL GIUDICE...

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. It is a useful and effective tool for
online businesses  their main managerial and strategic implications  and the adaptability to
existing contexts.

Aktuelle Preise zur EAN 9783319418834

Produktinformationen zur 9783319418834