MARC Record from marc_columbia

LEADER: 06102cam a2200721 i 4500
001 13269833
005 20221111172224.0
006 m o d
007 cr cnu|||unuuu
008 170901s2018 sz ob 001 0 eng d
035 $a(OCoLC)on1002418518
035 $a(NNC)13269833
040 $aN$T$beng$erda$epn$cN$T$dEBLCP$dN$T$dYDX$dAZU$dOCLCF$dCSAIL$dUAB$dU3W$dCAUOI$dSNK$dZCU$dOCLCQ$dEZ9$dRRP$dOCLCQ$dLVT$dUKMGB$dBRX$dOCLCQ$dU@J$dOCLCQ$dSRU$dOCLCO$dOCLCQ
015 $aGBB8M3292$2bnb
016 7 $a019137629$2Uk
019 $a1002654485$a1005135858$a1012003390
020 $a9783319619859$q(electronic bk.)
020 $a3319619853$q(electronic bk.)
020 $z9783319619842
020 $z3319619845
024 7 $a10.1007/978-3-319-61985-9$2doi
035 $a(OCoLC)1002418518$z(OCoLC)1002654485$z(OCoLC)1005135858$z(OCoLC)1012003390
037 $acom.springer.onix.9783319619859$bSpringer Nature
050 4 $aHF5415.55
072 7 $aBUS$x082000$2bisacsh
072 7 $aBUS$x041000$2bisacsh
072 7 $aBUS$x042000$2bisacsh
072 7 $aBUS$x085000$2bisacsh
082 04 $a658.812$223
049 $aZCUA
245 00 $aCustomer engagement marketing /$cRobert W. Palmatier, V. Kumar, Colleen M. Harmeling, editors.
264 1 $aCham, Switzerland :$bPalgrave Macmillan,$c[2018]
264 4 $c©2018
300 $a1 online resource
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
347 $atext file
347 $bPDF
588 0 $aOnline resource; title from PDF title page (EBSCO, viewed September 12, 2017).
504 $aIncludes bibliographical references and index.
520 $a"This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing strategies. Responding to the rapidly changing business landscape where consumers are more connected, accessible, and informed than ever before, many firms are investing in customer engagement marketing. The book will appeal to academics, practitioners, consultants, and managers looking to improve customer engagement."--$cProvided by publisher
505 0 $aDedication; Preface and Acknowledgments; Contents; List of Figures; List of Tables; Chapter 1: Customer Engagement Marketing; Customer Engagement: Introduction and Organizing Framework; Understanding Customer Engagement; Theory of Customer Engagement; Measuring Customer Engagement; Implementing Customer Engagement; Organization of the Book; Part 1: Antecedents of Customer Engagement; Part 2: Consequences of Customer Engagement; Part 3: Application Context of Customer Engagement; Conclusion; References; Part I: Antecedents of Engagement.
505 8 $aChapter 2: If You Build It Right, They Will Engage: A Study of Antecedent Conditions of Customer EngagementData Collection and Analysis; Findings; Critical Elements of Engagement Strategy; Individual Preconditions; Conclusion; Managerial Implications; Limitations and Future Research Directions; References; Chapter 3: Measuring and Managing Customer Engagement Value Through the Customer Journey; Introduction; Literature Review; Customer Journeys; Customer Management; Customer Relationship Management (CRM); Customer Experiences and Customer Journeys; Customer Engagement.
505 8 $aCustomer Engagement Value in the Context of the Customer Journey Amazon's Initiatives Toward Customer Engagement Value; Research Framework; Acquisition; What Is Known?; What Do We Need to Know?; Growth; What Is Known?; What Do We Need to Know?; Retention; What Do We Know?; What Do We Need to Know?; Win-Back; What Do We Know?; What Do We Need to Know?; Summary, Managerial Implications, and Future Research; References; Chapter 4: Customer Engagement Through Personalization and Customization; Engagement Goals Along the Customer Lifecycle.
505 8 $aReaching Engagement Goals Through Customization and PersonalizationCustomization; Personalization; Contingency Factors Influencing the Applicability of Customization and Personalization; Customer Characteristics; Relationship Characteristics; Concluding Thoughts; References; Chapter 5: Managing Product Returns Within the Customer Value Framework; Introduction; The Relationship Between Product Returns and Customer Value; Antecedents of Customer Product Return Decisions; Seller's Decisions During Pre-purchase Stage; Seller Return Policy in Post-purchase Stage; Monetary Leniency; Time Leniency.
505 8 $aScope LeniencyEffort Leniency; Exchange Leniency; Summary of Return Leniency; Customer Characteristics; Product Characteristics; Consequences of Customer Returns on Transactional and Non-transactional Behaviors; Impact on Future Purchase and Return Behavior; Impact on Customer Engagement Behaviors; Conclusion and Discussion; References; Chapter 6: Multi-tier Loyalty Programs to Stimulate Customer Engagement; Stimulating Customer Engagement; Multi-tier Loyalty Programs: Definition and Examples; Definition of Multi-tier Loyalty Programs; Examples of Multi-tier Loyalty Programs.
650 0 $aRelationship marketing.
650 7 $aPublic relations.$2bicssc
650 7 $aMarket research.$2bicssc
650 7 $aCustomer services.$2bicssc
650 7 $aBUSINESS & ECONOMICS$xIndustrial Management.$2bisacsh
650 7 $aBUSINESS & ECONOMICS$xManagement.$2bisacsh
650 7 $aBUSINESS & ECONOMICS$xManagement Science.$2bisacsh
650 7 $aBUSINESS & ECONOMICS$xOrganizational Behavior.$2bisacsh
650 7 $aRelationship marketing.$2fast$0(OCoLC)fst01093590
655 4 $aElectronic books.
700 1 $aPalmatier, Robert W.,$eeditor.
700 1 $aKumar, V.,$d1957-$eeditor.
700 1 $aHarmeling, Colleen M.,$eeditor.
776 08 $iPrinted edition:$z9783319619842
856 40 $uhttp://www.columbia.edu/cgi-bin/cul/resolve?clio13269833$zAll EBSCO eBooks
852 8 $blweb$hEBOOKS