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Handbook of Research on Managing and Influencing Consumer Behavior

Book Description

In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Book Series
    1. Mission
    2. Coverage
  5. Preface
    1. TARGET AUDIENCE
    2. OBJECTIVE/PURPOSE OF THE BOOK
    3. THE SEQUENCE OF SECTIONS AND CHAPTERS
    4. REFERENCES
  6. Acknowledgment
  7. Section 1: Consumer Empowerment by an Interplay of Consumer-Centric Marketing Strategies
    1. Chapter 1: Customer Knowledge Management (CKM)
      1. ABSTRACT
      2. INTRODUCTION
      3. CONCLUSION AND FUTURE WORK
      4. REFERENCES
      5. KEY TERMS AND DEFINITIONS
    2. Chapter 2: Investigating Factors Affecting Adoption of eCRM in the Australian Service Industry
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. RESEARCH METHODOLOGY AND DESIGN
      5. RESEARCH FINDINGS
      6. DISCUSSION, CONCLUSION, AND IMPLICATIONS
      7. FUTURE RESEARCH DIRECTIONS
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    3. Chapter 3: Customer Relationship Management as an Imperative for Academic Libraries
      1. ABSTRACT
      2. INTRODUCTION
      3. CONCLUSION
      4. ACKNOWLEDGMENT
      5. REFERENCES
      6. KEY TERMS AND DEFINITIONS
      7. ENDNOTES
    4. Chapter 4: Customer-Centric Marketing in the European Union from a Legal Perspective
      1. ABSTRACT
      2. INTRODUCTION
      3. RELATIONSHIP MARKETING IN THE INTERNAL MARKET FROM A LEGAL STANDPOINT
      4. THE LIMITS OF LEGITIMACY FOR RELATIONSHIP MARKETING
      5. CAUSE-RELATED MARKETING IN THE INTERNAL MARKET FROM A LEGAL STANDPOINT
      6. CONCLUSION AND RECOMMENDATIONS
      7. FUTURE RESEARCH DIRECTIONS
      8. REFERENCES
      9. KEYWORDS AND DEFINITIONS
    5. Chapter 5: Managing and Influencing Consumer Behavior to Become a Worldwide Leader in the Apparel Industry
      1. ABSTRACT
      2. INTRODUCTION
      3. A BRIEF HISTORY
      4. THE COMPETITION
      5. REALISTIC AND ACHIEVABLE FASHION FOR CUSTOMERS
      6. “FRESH” FASHION
      7. DELIVERING FAST SO THAT CUSTOMERS BUY MORE OFTEN
      8. THE PIVOTAL ROLE OF THE STORE
      9. A DISTINCTIVE ADVERTISING AND BRANDING STRATEGY
      10. A LOCAL PRICING STRATEGY
      11. DEALING WITH NEW CUSTOMERS AND NEW CUSTOMERS´BEHAVIOURS
      12. CONCLUSION: THE CHALLENGES AHEAD
      13. REFERENCES
      14. ADDITIONAL READING
      15. KEY TERMS AND DEFINITIONS
    6. Chapter 6: Basic Model of CKM in Terms of Marketing Performance and Some Important Antecedents and Dimensions
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. SOME OTHER FACTORS AND ANTECEDENTS OF CKM
      5. A NEW EMERGING TREND OF CKM
      6. CKM IN PRACTICE IN AN EMERGING COUNTRY: VIETNAM
      7. CONCLUSION AND MANAGERIAL IMPLICATION
      8. FUTURE RESEARCH DIRECTIONS
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
    7. Chapter 7: Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance
      1. ABSTRACT
      2. INTRODUCTION
      3. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
      4. LITERATURE REVIEW
      5. METHOD
      6. FINDINGS
      7. STRUCTURAL MODEL ESTIMATION
      8. DISCUSSION, IMPLICATIONS, AND CONCLUSION
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
      12. APPENDIX A
  8. Section 2: Value Co-Creation Heralding a Paradigm Change
    1. Chapter 8: The Impact of Consumer Choice Goals on Inovativeness
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL DEVELOPMENT
      4. EMPIRICAL ANALYSIS
      5. DISCUSSION
      6. CONCLUSION AND FUTURE RESEARCH DIRECTIONS
      7. REFERENCES
      8. KEY TERMS AND DEFINITIONS
    2. Chapter 9: What Motivates People to Customize Apparel Online?
      1. ABSTRACT
      2. INTRODUCTION
      3. CUSTOMIZATION APPROACHES IN E-RETAILING
      4. CONSUMER PARTICIPATION IN THE APPAREL PRODUCTION PROCESS
      5. BENEFITS AND COSTS IN ONLINE APPAREL CUSTOMIZATION
      6. METHODOLOGY
      7. DISCUSSION AND IMPLICATIONS
      8. FUTURE RESEARCH DIRECTIONS
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
    3. Chapter 10: Electronic Government
      1. ABSTRACT
      2. INTRODUCTION
      3. CONSUMER BEHAVIOR AND PUBLIC SERVICES
      4. ELECTRONIC GOVERNMENT
      5. KNOWLEDGE MANAGEMENT AND VALUE CREATION
      6. CONSUMER BEHAVIOR CHANGES AND E-GOVERNMENT
      7. MAIN OBJECTIVE OF THE CHAPTER
      8. ELECTRONIC GOVERNMENT IN PORTUGAL
      9. CONCLUSION
      10. REFERENCES
      11. KEY TERMS AND DEFINITIONS
    4. Chapter 11: Relationship Marketing on Public Social Software Platforms in the Airport Industry
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. CO-CREATING A BETTER AIRPORT EXPERIENCE BY FOSTERING CUSTOMER ENGAGEMENT ON SOCIAL SOFTWARE PLATFORMS
      5. METHODOLOGY
      6. RESULTS
      7. LIMITATIONS AND DIRECTIONS FOR FUTURE RESEARCH
      8. CONCLUSION
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
    5. Chapter 12: Fuzzy Social Network Modeling for Influencing Consumer Behavior
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND: BASIC RELATIONAL NETWORK THEORY
      4. MODELLING SOCIAL NETWORK NOTIONS WITH FUZZY CONCEPTS
      5. VECTOR VALUED NODES AND SOCIAL NETWORK DATABASES
      6. MINING SOCIAL NETWORKS USING LINGUISTIC SUMMARIES
      7. FUTURE RESEARCH DIRECTIONS: SOLUTION FOR DETECTING TRENDSETTERS AND OPINION LEADERS
      8. CONCLUSION
      9. REFERENCES
      10. KEY TERMS AND DEFINITIONS
      11. ENDNOTES
    6. Chapter 13: Business and Technology Trends in Social CRM
      1. ABSTRACT
      2. INTRODUCTION
      3. SOCIAL CRM VENDOR SOLUTIONS AND CAPABILITIES
      4. CONCLUDING REMARKS
      5. REFERENCES
      6. KEY TERMS AND DEFINITIONS
  9. Section 3: Achieving Consumer “Involvement”: A Multidisciplinary Effort
    1. Chapter 14: Offline and Online Customer Satisfaction in B2C Markets
      1. ABSTRACT
      2. INTRODUCTION
      3. OFFLINE LITERATURE REVIEW
      4. ONLINE LITERATURE REVIEW
      5. AN OVERALL SATISFACTION CONCEPTUAL FRAMEWORK
      6. FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    2. Chapter 15: Creating Cultural Analogues in Virtual Communities through Branding
      1. ABSTRACT
      2. INTRODUCTION
      3. EVOLUTION OF BRANDS
      4. VIRTUAL COMMUNITIES
      5. CULTURAL ENVIRONMENT
      6. CONSUMER MEANING
      7. COMMUNICATING E-CULTURE
      8. BRANDING CONSUMPTION
      9. FUTURE TRENDS
      10. REFERENCES
      11. KEY TERMS AND DEFINITIONS
    3. Chapter 16: The Role of Individual Behavior and Social Influence in Customer Relation Management
      1. ABSTRACT
      2. INTRODUCTION
      3. CUSTOMER PROFILING
      4. RESEARCH STUDIES
      5. FINAL REMARKS
      6. ACKNOWLEDGMENT
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
      10. ENDNOTES
    4. Chapter 17: Human-Computer Interaction in Consumer Behaviour
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL BACKGROUND
      4. COGNITIVE AND AFFECTIVE RESPONSES IN VIRTUAL SYSTEMS
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
    5. Chapter 18: Loving and Hating Brands
      1. ABSTRACT
      2. INTRODUCTION
      3. CONSUMER-BRAND RELATIONSHIP: ORIGIN AND EVOLUTION
      4. CONSUMER-BRAND RELATIONSHIP MODELS
      5. MAJOR CONSTRUCTS INVOLVED IN CONSUMER-BRAND RELATIONSHIP
      6. FROM BRAND IDENTITY/NON-IDENTITY TO THE OUTCOME THROUGH LOVE AND HATE
      7. FUTURE RESEARCH DIRECTIONS
      8. CONCLUSION
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
    6. Chapter 19: Brand-Led Transformation
      1. ABSTRACT
      2. INTRODUCTION
      3. THE SCOPE OF CUSTOMER CENTRICITY
      4. THE ELUSIVE NATURE OF CUSTOMER CENTRICITY IN ORGANIZATIONS
      5. TRANSFORMATIONAL BRAND LEADERSHIP
      6. THE METHODOLOGY FOR BRAND LED TRANSFORMATION
      7. STAGE 1: ESTABLISHING THE BRAND PROMISE
      8. STAGE 2: DEVELOP A SINGLE CHANGE PLAN
      9. STAGE 3: INITIATE THE CHANGE PROCESS
      10. STAGE 4: IMPLEMENT AND SUSTAIN PERFORMANCE
      11. THE BENEFITS OF TRANSFORMATION
      12. AREAS FOR FURTHER DEVELOPMENT
      13. CONCLUSION
      14. REFERENCES
      15. ADDITIONAL READING
      16. KEY TERMS AND DEFINITIONS
    7. Chapter 20: Modelling of Consumer Goods Markets
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. MODEL
      5. VALIDATION METHODOLOGY
      6. DATA
      7. SIMULATION SETUP
      8. RESULTS
      9. NEW PRODUCT INTRODUCTION
      10. CONCLUSION
      11. REFERENCES
      12. KEY TERMS AND DEFINITIONS
      13. ENDNOTES
    8. Chapter 21: Managing Service Consumer Behavior and Relationship Dynamics in Asia
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORY, CONCEPTUAL FRAMEWORK, AND PROPOSITIONS
      4. METHOD
      5. FINDINGS
      6. CONCLUSION AND IMPLICATIONS
      7. REFERENCES
      8. KEY TERMS AND DEFINITIONS
  10. Section 4: Knowledge Management: Indispensable Corporate Memory
    1. Chapter 22: Can Zakat Institutions Adopt Consumer-Centric Knowledge Management Successfully to Alleviate Poverty?
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. THE ROLE OF CCKM APPROACH IN ZAKAT INSTITUTIONS
      5. DELIBERATING POVERTY ALLEVIATION
      6. UNDERSTANDING ORGANIZATIONAL LEARNING IN ZAKAT INSTITUTIONS
      7. POVERTY INTELLIGENCE PORTFOLIO
      8. FUTURE RESEARCH DIRECTIONS
      9. CONCLUSION
      10. REFERENCES
      11. KEY TERMS AND DEFINITIONS
      12. ENDNOTES
    2. Chapter 23: Customer Knowledge Management (CKM)
      1. ABSTRACT
      2. INTRODUCTION
      3. DEFINING ORGANISATIONAL KNOWLEDGE
      4. BUILDING A CLASSIFICATION OF KNOWLEDGE ACTIVITIES
      5. UNDERSTANDING CUSTOMER KNOWLEDGE MANAGEMENT (CKM) IN SMES
      6. RESEARCH APPROACH
      7. ORGANIZATION BACKGROUND
      8. CASE DESCRIPTION
      9. CUSTOMER-FOCUSED KM APPROACH ACROSS FIVE IRISH SOFTWARE SMES
      10. CONCLUSION AND FUTURE RESEARCH
      11. REFERENCES
      12. KEY TERMS AND DEFINITIONS
    3. Chapter 24: Customers as External Sources of Knowledge to Foster Innovation
      1. ABSTRACT
      2. INTRODUCTION
      3. KNOWLEDGE GENERATION
      4. METHODS
      5. DATA ANALYSIS AND RESULTS
      6. DISCUSSION
      7. CONCLUSION AND FUTURE RESEARCH DIRECTIONS
      8. REFERENCES
      9. KEY TERMS AND DEFINITIONS
    4. Chapter 25: Knowledge Management as a Tool for Influencing Customers
      1. ABSTRACT
      2. INTRODUCTION
      3. CUSTOMER-RELATED KNOWLEDGE MANAGEMENT
      4. EVALUATION OF THE KM BENEFITS
      5. KM METHODS ASSESSMENT METHODS ASSOCIATED WITH CUSTOMER RELATIONS
      6. COST-BENEFIT ANALYSIS (CBA) AS TOOL FOR KM BENEFITS EVALUATION
      7. KNOWLEDGE MANAGEMENT: CZECH EXPERIENCE
      8. CONCLUSION
      9. REFERENCES
      10. ADDITIONAL READING
      11. KEY TERMS AND DEFINITIONS
    5. Chapter 26: Consumer Information Systems as Services
      1. ABSTRACT
      2. INTRODUCTION
      3. MANAGING A SERVICE OFFERING
      4. SOFTWARE PRODUCT FAMILIES
      5. CONSUMER INFORMATION SYSTEMS AS SERVICES
      6. RESEARCH METHODOLOGY
      7. FINDINGS
      8. DISCUSSION
      9. CONCLUSION
      10. REFERENCES
      11. KEY TERMS AND DEFINITIONS
      12. ENDNOTES
      13. APPENDIX 1: SEMI-STRUCTURED INTERVIEW PROTOCOL
      14. APPENDIX 2: ANALYSIS EXAMPLE FOR THE THEME “CORE SOLUTION”
    6. Chapter 27: Automated Technology Integrations for Customer Satisfaction Assessment
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. MAIN FOCUS OF THE CHAPTER
      5. SOLUTIONS AND RECOMMENDATIONS
      6. CONCLUSION
      7. REFERENCES
      8. ADDITIONAL READING
      9. KEY TERMS AND DEFINITIONS
  11. Compilation of References
  12. About the Contributors