Agency and trust mechanisms in consumer satisfaction and loyalty judgments

Article Abstract:

The factors that influence customer satisfaction and loyalty are analyzed, focusing on economic and psychological approaches to modeling the interaction between service providers and consumers. Topics addressed include how trust mechanisms interact with agency factors to affect loyalty and satisfaction.

Models, Customer satisfaction, Customer loyalty, Consumer confidence

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Intelligence generation and superior customer value

Article Abstract:

Issues discussed concern marketing methods that seek to continuously develop data regarding customer needs in order to manage superior customer value. Topics addressed include four modes of data or intelligence generation, such as market-focused, industry collaboration, experimentation, and experience.

Statistical Data Included, Research, Management, Organizational effectiveness, Customer service

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