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Loyalitas dan Kepuasan Konsumen: Tinjauan Teoritik
Dari seluruh proses kegiatan pemberian jasa kepada konsumen oleh sebuah perusahaan, pada akhirnya akan bermuara pada nilai yang akan diberikan oleh konsumen mengenai kepuasan yang dirasakan. Pentingnya kepuasan konsumen berkaitan dengan persaingan yang makin ketat, serta tingkat kerugian dan keuntungan perusahaan. Khusus alasan yang terakhir, keuntungan, memang tidak selalu ditentukan oleh faktor kepuasan konsumen, tetapi juga oleh kepercayaan dan kesetiaan konsumen terhadap suatu produk dan perusahaan. Bebarapa faktor itu jelas saling mempengaruhi karena di tengah ketatnya persaingan, kesetiaan konsumen menjadi hal yang sangat sulit dipertahankan. Kepuasan Konsumen pada akhirnya akan memben...
Comparative Public Management
While the field of public management has become increasingly international, research and policy recommendations that work for one country often do not work for another. Why, for example, is managerial networking important in the United States, moderately effective in the United Kingdom, and of little consequence in the Netherlands? Comparative Public Management argues that scholars must find a better way to account for political, environmental, and organizational contexts to build a more general model of public management. The volume editors propose a framework in which context influences the types of managerial actions that can be used effectively in public organizations. After introducing ...
Mobile Service Innovation and Business Models
Modern economies depend on innovation in services for their future growth. Service innovation increasingly depends on information technology and digitization of information processes. Designing new services is a complex matter, since collaboration with other companies and organizations is necessary. Service innovation is directly related to business models that support these services, i.e. services can only be successful in the long run with a viable business model that creates value for its customers and providers. This book presents a theoretically grounded yet practical approach to designing viable business models for electronic services, including mobile ones, i.e. the STOF model and – based on it – the STOF method. The STOF model provides a ‘holistic’ view on business models with four interrelated perspectives, i.e., Service, Technology, Organization and Finance. It elaborates on critical design issues that ultimately shape the business model and drive its viability.
Service Quality
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Patient Mobility in the European Union
This book is an attempt to inform the debate that is already taking place between Europe's policy-makers, looking at a series of case studies that illustrate the different aspects of patient mobility within the European Union and how Europe's health systems have responded to them. Most of the case studies presented in this book have been analysed within a project funded by the European Union's Sixth Framework Programme - Europe for Patients (e4p).
Why Muslims Participate in Jihad
Firmly embedded in the Islamic religious thought, practice and ethos, jihad (colloquially, 'Islamic holy war') is far from being an anachronism. In the aftermath of September 11, statesman, laymen and scholars and would be researchers have struggled to explain and understand why Muslims would be willing to participate in jihad. Is there some form of logic behind the decision? To what extent does rational instrumentalism determine the variation in the level of willingness to participate? Can socioeconomic status indicators tell us something about the profiles of the jihad participants and its prospective doers? Does identity politics have any significant bearing on the Muslims' level of participation? Based on empirical survey on Islamic religiosity in Indonesia and Iran, this study sets out to examine these pertinent issues. It delves into the various dimensions of religiosity, while explaining to what extent and how religious affection affects Muslim participation in jihad.
Satisfaction: A Behavioral Perspective on the Consumer
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
Patients Beyond Borders
Patients Beyond Borders is the first comprehensive, easy-to-understand guide to medical tourism. Impartial and extensively researched, it is filled with authoritative and accessible advice - carefully culled from hundreds of resources around the world. Whether you're seeking dental work, heart surgery, orthopedics, cosmetic surgery, neurosurgery, or LASIK eye repair, Patients Beyond Borders is your best way to become an informed health traveler and get started on your medical travel journey.
