Overview
- Reverses the traditional way of considering the digital environment and the dynamic nature of digital markets
- Provides comprehensive overviews of the participation of business customers to the definition of the shopping scripts
- Establishes the conditions for the emergence, management, and monitoring of shopping scripts through analysis of internet tools used in B2B
Part of the book series: Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth (DIG)
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Table of contents (5 chapters)
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Front Matter
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Back Matter
Keywords
About this book
This book analyzes the impact of the digital economy on customer satisfaction, shopping experience, resistance to change, script theory, and loyalty. The model introduced assumes that online markets have led to a redefinition of the concepts of loyalty and shopping scripts as a way to reduce customers’ cognitive effort, by optimizing purchase time and increasing the speed and satisfaction of the shopping experience. It describes the utility function of the script by retaining customer loyalty and making the customer more reluctant to abandon his regular supplier. It also explores the difficulty faced by the higher churn rate on the Internet and the minimization of search costs, by integrating more functionality to achieve the ultimate goal of behavioral and cognitive loyalty.
The authors provide an analysis in a "digital" view of the economic theory of switching costs and the resulting lock-in mechanisms which, in a classical economy, are often a barrier to disloyalty. It is auseful and effective tool for online businesses, their main managerial and strategic implications, and the adaptability to existing contexts.
Authors and Affiliations
About the authors
Maria Rosaria Della Peruta received her PhD in Business Administration from the University of Naples Federico II, Italy and performs research activity at the London Business School. Her research interests include knowledge management, cross-cultural management, family business management, and innovation management. She has authored over 50 publications with top journals and serves as the Associate Editor of Journal of the Knowledge Economy and Journal ofInnovation and Entrepreneurship.
Bibliographic Information
Book Title: The Satisfaction of Change
Book Subtitle: How Knowledge and Innovation Overcome Loyalty in Decision-Making Processes
Authors: Manlio Del Giudice, Maria Rosaria Della Peruta
Series Title: Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth
DOI: https://doi.org/10.1007/978-3-319-41884-1
Publisher: Palgrave Macmillan Cham
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s) 2017
Hardcover ISBN: 978-3-319-41883-4Published: 14 November 2016
Softcover ISBN: 978-3-319-82455-0Published: 07 August 2018
eBook ISBN: 978-3-319-41884-1Published: 04 November 2016
Series ISSN: 2662-3641
Series E-ISSN: 2662-365X
Edition Number: 1
Number of Pages: XIII, 138
Number of Illustrations: 5 b/w illustrations, 3 illustrations in colour
Topics: Customer Relationship Management, Innovation/Technology Management, Economic History