Companies are increasingly recognizing the power of the consumer and the importance of service quality, product performance and trading standards. Satisfying the consumer is vital, but how can this be measured successfully and how does it differ between cultures? By asking whether numbers of complaints reflect overall dissatisfaction, whether repeat purchasing reflects contentment and whether changing marketing strategies reflect consumer pressure, Yau explores the concepts behind and the methods used for modelling consumer satisfaction. Yau goes on to discuss the problems of generalization showing that cultural issues must be considered whenever researching consumer behaviour. Applying new techniques for data analysis to a particular culture, the book looks at whether the Chinese are satisfied. Why do they complain less? What "power" do they hold and do they use it? Yau tests this by looking at the values that influence buyer behaviour in China and developing a scale on which to base his findings. By taking one cultural context, Yau shows how market behaviour in general can be affected by consumer satisfaction, and provides an insight into the Chines value systems.
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Descrizione libro Routledge, 1994. Condizione libro: Good. Former Library book. Shows some signs of wear, and may have some markings on the inside. Codice libro della libreria GRP64821123
Descrizione libro Routledge. Hardcover. Condizione libro: VERY GOOD. little to no wear, pages are clean. The cover and binding are crisp with next no creases. Codice libro della libreria 2779865293
Descrizione libro Routledge, 1994. Hardcover. Condizione libro: Good. Great reading/study copy. May have highlights and/or notes. Ships Fast! Satisfaction Guaranteed!. Codice libro della libreria mon0000525418
Descrizione libro Condizione libro: Good. Book Condition: Good. Codice libro della libreria 97804150043674.0