Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth

The Satisfaction of Change

How Knowledge and Innovation Overcome Loyalty in Decision-Making Processes

Authors: Del Giudice, Manlio, Della Peruta, Maria Rosaria

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  • Reverses the traditional way of considering the digital environment and the dynamic nature of digital marketsProvides comprehensive overviews of the participation of business customers to the definition of the shopping scriptsEstablishes the conditions for the emergence, management, and monitoring of shopping scripts through analysis of internet tools used in B2B 

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  • ISBN 978-3-319-41884-1
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Hardcover $139.99
price for USA in USD
  • ISBN 978-3-319-41883-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $139.99
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  • ISBN 978-3-319-82455-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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 a useful and effective tool for online businesses, their main managerial and strategic implications, and the adaptability to existing contexts.


 

About the authors

Manlio Del Giudice is Associate Professor of Business Management at University of Rome Link Campus and is affiliated as Professor of Entrepreneurship and Management at the Paris Business School. His research interests include knowledge management, technology transfer, cross-cultural management, family business management, and entrepreneurship. He has authored over 100 publications for top journals and has active collaborations and affiliations with more than 20 universities globally.  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 of Innovation and Entrepreneurship. 

Table of contents (5 chapters)

Table of contents (5 chapters)
  • Introduction

    Giudice, Manlio (et al.)

    Pages 1-11

  • Definition and Evolution of the Variables in the Model in Marketing Studies and Research

    Giudice, Manlio (et al.)

    Pages 13-60

  • A Model of Customer Retention in Business-Intensive Markets

    Giudice, Manlio (et al.)

    Pages 61-98

  • Shopping Scripts and Resistance to Change: An Empirical Verification in Business-to-Business Digital Markets

    Giudice, Manlio (et al.)

    Pages 99-120

  • Managerial Implications of the Model and Final Insights

    Giudice, Manlio (et al.)

    Pages 121-130

Buy this book

eBook $109.00
price for USA in USD (gross)
  • ISBN 978-3-319-41884-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $139.99
price for USA in USD
  • ISBN 978-3-319-41883-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $139.99
price for USA in USD
  • ISBN 978-3-319-82455-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
The Satisfaction of Change
Book Subtitle
How Knowledge and Innovation Overcome Loyalty in Decision-Making Processes
Authors
Series Title
Palgrave Studies in Democracy, Innovation, and Entrepreneurship for Growth
Copyright
2017
Publisher
Palgrave Macmillan
Copyright Holder
The Editor(s) (if applicable) and The Author(s)
eBook ISBN
978-3-319-41884-1
DOI
10.1007/978-3-319-41884-1
Hardcover ISBN
978-3-319-41883-4
Softcover ISBN
978-3-319-82455-0
Edition Number
1
Number of Pages
XIII, 138
Number of Illustrations
5 b/w illustrations, 3 illustrations in colour
Topics