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Título : Complaint Management and Channel Choice : An Analysis of Customer Perceptions Tipo de documento: documento electrónico Autores: Stefan Garding ; SpringerLink (Online service) ; Andrea Bruns Editorial: Cham : Springer International Publishing Fecha de publicación: 2015 Otro editor: Imprint: Springer Colección: SpringerBriefs in Business, ISSN 2191-5482 Número de páginas: XV, 104 p. 20 illus Il.: online resource ISBN/ISSN/DL: 978-3-319-18179-0 Idioma : Inglés (eng) Palabras clave: Business Customer relations Management Sales management Service industries and Relationship Sales/Distribution Services Clasificación: 658 Empresas. Organización de empresas Resumen: This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel Nota de contenido: Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research En línea: http://dx.doi.org/10.1007/978-3-319-18179-0 Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=35659 Complaint Management and Channel Choice : An Analysis of Customer Perceptions [documento electrónico] / Stefan Garding ; SpringerLink (Online service) ; Andrea Bruns . - Cham : Springer International Publishing : Imprint: Springer, 2015 . - XV, 104 p. 20 illus : online resource. - (SpringerBriefs in Business, ISSN 2191-5482) .
ISBN : 978-3-319-18179-0
Idioma : Inglés (eng)
Palabras clave: Business Customer relations Management Sales management Service industries and Relationship Sales/Distribution Services Clasificación: 658 Empresas. Organización de empresas Resumen: This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel Nota de contenido: Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research En línea: http://dx.doi.org/10.1007/978-3-319-18179-0 Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=35659 Ejemplares
Signatura Medio Ubicación Sub-localización Sección Estado ningún ejemplar How do emotions relate to customer satisfaction in the banking sector in Spain? / Marta Divassón Carribero (2018)
Título : How do emotions relate to customer satisfaction in the banking sector in Spain? : Analysis of recent emotions research based on Elena Alfaro's research Tipo de documento: texto impreso Autores: Marta Divassón Carribero, Autor ; Alesia-Elizabeth Slocum Nuckols, Director de tesi Fecha de publicación: 2018 Número de páginas: 41 h. Il.: il. Dimensiones: 30 cm Nota general: Grado en Administración y Dirección de Empresas Idioma : Inglés (eng) Materias: Banca
Comportamiento del consumidor
Psicología socialPalabras clave: Emotions, Attitudes, Customer Experiences, Satisfaction, Neuromarketing, Personalities, EMO insights Clasificación: 658.89 Compradores como objeto de la promoción de ventas. Clientes potenciales. Comportamiento del consumidor Resumen: The goal of this project is to demonstrate the impact that emotions, and consequently customer attitudes, have on banking experiences. The intention is not just to have a clear picture of possible customer reactions depending on their moods and feelings, but rather to see what emotional situations and experiences lead people to behave as they do. It also follows that the treatment clients receive is one of the keys to achieving customer satisfaction. The concept of neuromarketing will also be introduced to show how emotions are measured, and then this report will be concluded with the analysis of a recent study called ‘Emo Insights’ that has been carried out in Spain by its CEO Elena Alfaro and coworkers. This report will be based upon a Literature Review of the academic and popular information available on this topic. The last step will be to demonstrate how emotions are important as they create a new type of customer and how technology impacts this customer-shaping phase. Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=45043 How do emotions relate to customer satisfaction in the banking sector in Spain? : Analysis of recent emotions research based on Elena Alfaro's research [texto impreso] / Marta Divassón Carribero, Autor ; Alesia-Elizabeth Slocum Nuckols, Director de tesi . - 2018 . - 41 h. : il. ; 30 cm.
Grado en Administración y Dirección de Empresas
Idioma : Inglés (eng)
Materias: Banca
Comportamiento del consumidor
Psicología socialPalabras clave: Emotions, Attitudes, Customer Experiences, Satisfaction, Neuromarketing, Personalities, EMO insights Clasificación: 658.89 Compradores como objeto de la promoción de ventas. Clientes potenciales. Comportamiento del consumidor Resumen: The goal of this project is to demonstrate the impact that emotions, and consequently customer attitudes, have on banking experiences. The intention is not just to have a clear picture of possible customer reactions depending on their moods and feelings, but rather to see what emotional situations and experiences lead people to behave as they do. It also follows that the treatment clients receive is one of the keys to achieving customer satisfaction. The concept of neuromarketing will also be introduced to show how emotions are measured, and then this report will be concluded with the analysis of a recent study called ‘Emo Insights’ that has been carried out in Spain by its CEO Elena Alfaro and coworkers. This report will be based upon a Literature Review of the academic and popular information available on this topic. The last step will be to demonstrate how emotions are important as they create a new type of customer and how technology impacts this customer-shaping phase. Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=45043 Ejemplares (1)
Signatura Medio Ubicación Sub-localización Sección Estado TFG GADE 2018-8 Tesis e Investigaciones Campus CES Depósito CES Consulta en sala
Excluido de préstamo
Título : Return of the Hustle : The Art of Marketing with Music Tipo de documento: documento electrónico Autores: Sheinkop, Eric ; SpringerLink (Online service) Editorial: London : Palgrave Macmillan UK Fecha de publicación: 2016 Otro editor: Imprint: Palgrave Macmillan Número de páginas: XI, 238 p Il.: online resource ISBN/ISSN/DL: 978-1-137-58202-7 Idioma : Inglés (eng) Palabras clave: Business Marketing Market research Public relations Customer Management Leadership Organization Planning and Relationship Corporate Communication/Public Relations Research/Competitive Intelligence Strategy/Leadership Clasificación: 658.8 Organización de mercados. Marketing. Ventas. Distribución Resumen: Has a commercial ever brought you to tears? Has a movie ever inspired you so much you change your way of life? Has the series finale of a television show ever broken your heart? Has a video game ever altered your perception of reality? If you're like most consumers, you answered 'yes' to at least one of those questions. Whether you remember it or not, the music of that ad, film, show or game probably played a big role in influencing your emotional response during that experience. In fact, music is included in media specifically for the purpose of connecting with audiences on a deeper level that visuals alone cannot access. A strong music strategy is fundamental to the success of television, film, brands and video games. Because of higher expectations for audiovisual content, it will take more than clever animation or a celebrity cameo to connect with consumers in an authentic, organic way. By providing audiences with a genuine music experience, whether with an exclusive song through an artist partnership or by featuring new music from an emerging band, you can build a bond that extends far beyond product experience. Music touches us emotionally in a way that words seldom do. We feel it - we remember it. In Return of The Hustle, a leading music and marketing industry insider discusses the diverse audio touchpoints for four key industries and shows how marketers, storytellers, and advertisers can use music to effectively guide audiences along the customer journey from passive consumers to brand advocates. Return of The Hustle provides readers with a blueprint for music strategy that professionals at any level in any industry can use to attract consumers, immerse them into the content, and extend relationships between them and the brand long after the commercial ends or the credits roll. With detailed case studies, exhaustive interviews, and thorough research, Return of the Hustle gives readers the playbook to use the marketing power of music to drive business results En línea: http://dx.doi.org/10.1007/978-1-137-58202-7 Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=41420 Return of the Hustle : The Art of Marketing with Music [documento electrónico] / Sheinkop, Eric ; SpringerLink (Online service) . - London : Palgrave Macmillan UK : Imprint: Palgrave Macmillan, 2016 . - XI, 238 p : online resource.
ISBN : 978-1-137-58202-7
Idioma : Inglés (eng)
Palabras clave: Business Marketing Market research Public relations Customer Management Leadership Organization Planning and Relationship Corporate Communication/Public Relations Research/Competitive Intelligence Strategy/Leadership Clasificación: 658.8 Organización de mercados. Marketing. Ventas. Distribución Resumen: Has a commercial ever brought you to tears? Has a movie ever inspired you so much you change your way of life? Has the series finale of a television show ever broken your heart? Has a video game ever altered your perception of reality? If you're like most consumers, you answered 'yes' to at least one of those questions. Whether you remember it or not, the music of that ad, film, show or game probably played a big role in influencing your emotional response during that experience. In fact, music is included in media specifically for the purpose of connecting with audiences on a deeper level that visuals alone cannot access. A strong music strategy is fundamental to the success of television, film, brands and video games. Because of higher expectations for audiovisual content, it will take more than clever animation or a celebrity cameo to connect with consumers in an authentic, organic way. By providing audiences with a genuine music experience, whether with an exclusive song through an artist partnership or by featuring new music from an emerging band, you can build a bond that extends far beyond product experience. Music touches us emotionally in a way that words seldom do. We feel it - we remember it. In Return of The Hustle, a leading music and marketing industry insider discusses the diverse audio touchpoints for four key industries and shows how marketers, storytellers, and advertisers can use music to effectively guide audiences along the customer journey from passive consumers to brand advocates. Return of The Hustle provides readers with a blueprint for music strategy that professionals at any level in any industry can use to attract consumers, immerse them into the content, and extend relationships between them and the brand long after the commercial ends or the credits roll. With detailed case studies, exhaustive interviews, and thorough research, Return of the Hustle gives readers the playbook to use the marketing power of music to drive business results En línea: http://dx.doi.org/10.1007/978-1-137-58202-7 Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=41420 Ejemplares
Signatura Medio Ubicación Sub-localización Sección Estado ningún ejemplar
Título : BBVA's formula for digital success : pioneering a disruptive digital transformation in the Spanish banking sector Tipo de documento: documento electrónico Autores: Rosa María Barragán Barranco, Autor ; Kremena Slavova, Director de tesi Fecha de publicación: 2021 Número de páginas: 71 p. Nota general: Doble Grado en Derecho y Administración y Dirección de Empresas Idioma : Inglés (eng) Materias: Banca electrónica
Estrategia competitiva
Nuevas tecnologíasPalabras clave: Big Data, BigTech & FinTech Telco companies, efficiencies, analytical technology, business transformation, culture BBVA App or GLOMO, customer experience, Agile Methodologies, and STEM; empresas Telco, eficiencias, tecnología analítica, transformación del negocio, de la cultura corporativa, o experiencia cliente, Metodologías Ágiles y STEM. Clasificación: 658.012.4 Empresas-Gestión. Dirección. Autoridad.Técnicas y métodos de gestión Resumen: To overcome the main challenges arising from the new competitive environment, BBVA has designed a differentiation strategy written under the tagline “BBVA, creating opportunities.” This strategy seeks to accelerate the bank’s digital transformation by analyzing data and developing 100% digital platforms to deliver the best financial solutions, provide financial education, and offer personalized advice to all its customers, so that they can achieve their goals.
Para hacer frente a los principales retos que surgen del nuevo entorno competitivo, BBVA ha diseñado una estrategia de diferenciación centrada en el eslogan “BBVA, creando oportunidades”. Esta estrategia busca acelerar el proceso de transformación digital de la entidad a través del análisis de los datos y el desarrollo de plataformas 100% digitales para ofrecer lasmejores soluciones financieras, educar financieramente y brindar un asesoramiento personalizado a todos sus clientes, para que así puedan alcanzar sus metas.Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=48199 BBVA's formula for digital success : pioneering a disruptive digital transformation in the Spanish banking sector [documento electrónico] / Rosa María Barragán Barranco, Autor ; Kremena Slavova, Director de tesi . - 2021 . - 71 p.
Doble Grado en Derecho y Administración y Dirección de Empresas
Idioma : Inglés (eng)
Materias: Banca electrónica
Estrategia competitiva
Nuevas tecnologíasPalabras clave: Big Data, BigTech & FinTech Telco companies, efficiencies, analytical technology, business transformation, culture BBVA App or GLOMO, customer experience, Agile Methodologies, and STEM; empresas Telco, eficiencias, tecnología analítica, transformación del negocio, de la cultura corporativa, o experiencia cliente, Metodologías Ágiles y STEM. Clasificación: 658.012.4 Empresas-Gestión. Dirección. Autoridad.Técnicas y métodos de gestión Resumen: To overcome the main challenges arising from the new competitive environment, BBVA has designed a differentiation strategy written under the tagline “BBVA, creating opportunities.” This strategy seeks to accelerate the bank’s digital transformation by analyzing data and developing 100% digital platforms to deliver the best financial solutions, provide financial education, and offer personalized advice to all its customers, so that they can achieve their goals.
Para hacer frente a los principales retos que surgen del nuevo entorno competitivo, BBVA ha diseñado una estrategia de diferenciación centrada en el eslogan “BBVA, creando oportunidades”. Esta estrategia busca acelerar el proceso de transformación digital de la entidad a través del análisis de los datos y el desarrollo de plataformas 100% digitales para ofrecer lasmejores soluciones financieras, educar financieramente y brindar un asesoramiento personalizado a todos sus clientes, para que así puedan alcanzar sus metas.Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=48199 Ejemplares
Signatura Medio Ubicación Sub-localización Sección Estado ningún ejemplar Documentos electrónicos
Documento completoURL
Título : Brand Hate : Navigating Consumer Negativity in the Digital World Tipo de documento: documento electrónico Autores: S. Umit Kucuk ; SpringerLink (Online service) Editorial: Cham : Springer International Publishing Fecha de publicación: 2016 Otro editor: Imprint: Palgrave Macmillan Número de páginas: IX, 141 p. 10 illus., 6 illus. in color Il.: online resource ISBN/ISSN/DL: 978-3-319-41519-2 Idioma : Inglés (eng) Palabras clave: Business Internet marketing Industrial management Public relations Customer Management Emotions and Relationship Corporate Communication/Public Relations Online Marketing/Social Media Emotion Clasificación: 659 Publicidad y propaganda. Información. Relaciones públicas Resumen: This book focuses on the concept of "brand hate" and consumer negativity in today's digital markets. It explores the emotional detachment consumers generate against valued brands and how negative experiences affect their and other consumers' loyalty. In today's world, it is almost impossible not to run into hateful language about companies and their brands in digital consumption spaces. Consumer hostility and hate is not hidden and silent but is now openly shared on many online anti-brand websites, consumer social networking sites, and complaint and review boards as a result of the Internet's democratic architecture. The book defines consumer brand hate and discusses its dimensions, antecedents, and consequences as well as the semiotics and legality of such brand hate activities based on current brand dilution arguments. It describes the situations which lead to anti-branding and how consumers choose to express their dissatisfaction with a company on individual and social levels. Finally, it provides strategic perspectives on how to handle such situations to achieve better functioning markets for scholars and practitioners in marketing, psychology, and consumer behavior. S. Umit Kucuk has taught marketing, consumer behavior, and statistics courses at the University of Washington, Seattle University, Central Washington University, and Eastern Washington University, USA. He is widely published in the Anti-Trust Bulletin, Journal of Brand Management, Journal of Business Ethics, Journal of Business Research, Journal of Consumer Affairs, Journal of International Consumer Marketing, Journal of Retailing and Consumer Services, Journal of Research for Consumers, Marketing Theory, and Technovation, among others. He is the winner of the 2010 "Citation of Excellence" award from Emerald Management Reviews and his articles are among the most popular and most downloaded in these journals Nota de contenido: 1. What is Hate? -- 2. What is Brand Hate? -- 3. Antecedents of Brand Hate -- 4. Consequences of Brand Hate -- 5. Semiotics of Brand Hate -- 6. Legality of Brand Hate -- 7. Managing Brand Hate En línea: http://dx.doi.org/10.1007/978-3-319-41519-2 Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=41035 Brand Hate : Navigating Consumer Negativity in the Digital World [documento electrónico] / S. Umit Kucuk ; SpringerLink (Online service) . - Cham : Springer International Publishing : Imprint: Palgrave Macmillan, 2016 . - IX, 141 p. 10 illus., 6 illus. in color : online resource.
ISBN : 978-3-319-41519-2
Idioma : Inglés (eng)
Palabras clave: Business Internet marketing Industrial management Public relations Customer Management Emotions and Relationship Corporate Communication/Public Relations Online Marketing/Social Media Emotion Clasificación: 659 Publicidad y propaganda. Información. Relaciones públicas Resumen: This book focuses on the concept of "brand hate" and consumer negativity in today's digital markets. It explores the emotional detachment consumers generate against valued brands and how negative experiences affect their and other consumers' loyalty. In today's world, it is almost impossible not to run into hateful language about companies and their brands in digital consumption spaces. Consumer hostility and hate is not hidden and silent but is now openly shared on many online anti-brand websites, consumer social networking sites, and complaint and review boards as a result of the Internet's democratic architecture. The book defines consumer brand hate and discusses its dimensions, antecedents, and consequences as well as the semiotics and legality of such brand hate activities based on current brand dilution arguments. It describes the situations which lead to anti-branding and how consumers choose to express their dissatisfaction with a company on individual and social levels. Finally, it provides strategic perspectives on how to handle such situations to achieve better functioning markets for scholars and practitioners in marketing, psychology, and consumer behavior. S. Umit Kucuk has taught marketing, consumer behavior, and statistics courses at the University of Washington, Seattle University, Central Washington University, and Eastern Washington University, USA. He is widely published in the Anti-Trust Bulletin, Journal of Brand Management, Journal of Business Ethics, Journal of Business Research, Journal of Consumer Affairs, Journal of International Consumer Marketing, Journal of Retailing and Consumer Services, Journal of Research for Consumers, Marketing Theory, and Technovation, among others. He is the winner of the 2010 "Citation of Excellence" award from Emerald Management Reviews and his articles are among the most popular and most downloaded in these journals Nota de contenido: 1. What is Hate? -- 2. What is Brand Hate? -- 3. Antecedents of Brand Hate -- 4. Consequences of Brand Hate -- 5. Semiotics of Brand Hate -- 6. Legality of Brand Hate -- 7. Managing Brand Hate En línea: http://dx.doi.org/10.1007/978-3-319-41519-2 Link: https://biblioteca.cunef.edu/gestion/catalogo/index.php?lvl=notice_display&id=41035 Ejemplares
Signatura Medio Ubicación Sub-localización Sección Estado ningún ejemplar Extending the Business Network Approach / Peter Thilenius ; SpringerLink (Online service) ; Cecilia Pahlberg ; Virpi Havila (2016)
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