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. N/A. Former Library book. Shows some signs of wear, and may have some markings on the inside. Codice libro della libreria GRP64821123
Descrizione libro Routledge, 1994. Condizione libro: Good. N/A. Ships from the UK. Former Library book. Shows some signs of wear, and may have some markings on the inside. Codice libro della libreria GRP81830988
Descrizione libro Routledge. Hardcover. Condizione libro: VERY GOOD. Very Good: Cover and pages show some wear from reading and storage. May have light creases on the cover and binding. Codice libro della libreria 2635494593
Descrizione libro Cengage Learning EMEA, 1993. Condizione libro: Fair. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. In fair condition, suitable as a study copy. Dust Jacket in fair condition. Codice libro della libreria 4709804
Descrizione libro Condizione libro: Good. Book Condition: Good. Codice libro della libreria 97804150043674.0
Descrizione libro Condizione libro: Very Good. Book Condition: Very Good. Codice libro della libreria 97804150043673.0