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Handbook on customer centricity : strategies for building a customer-centric organization

Author: Robert W Palmatier; Christine Moorman; Ju-Yeon Lee
Publisher: Cheltenham, UK ; Northampton, MA : Edward Elgar Publishing, [2019]
Edition/Format:   eBook : Document : EnglishView all editions and formats

Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it.


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Genre/Form: Electronic books
Additional Physical Format: (OCoLC)1084791638
Material Type: Document
Document Type: Book, Computer File
All Authors / Contributors: Robert W Palmatier; Christine Moorman; Ju-Yeon Lee
ISBN: 9781788113601 1788113608
OCLC Number: 1089577813
Description: 1 online resource (xvi, 349 pages)
Contents: Contents:1. Introduction to the Handbook on Customer CentricityRobert W. Palmatier, Christine Moorman, and Ju-Yeon LeePART I Organizational Design Perspectives on Customer Centricity2. Customer Centricity: A Multi-Year JourneyAjay K. Kohli, Bernie J. Jaworski, and Nabil Shabshab3. Market-Oriented Culture and Customer Feedback ProcessesNeil A. Morgan, Bruce H. Clark, and Douglas W. Vorhies4. Service Innovation from the Frontlines in Customer-Centric OrganizationsOzlem Ozkok, Jagdip Singh, Kwanghui Lim and Simon J. Bell5. Designing Customer-Centric Organization Structures: Toward the Fluid Marketing OrganizationJu-Yeon Lee and George S. Day 6. Customer-Centric Sales OrganizationsPark Thaichon and Scott Weaven PART II Relational Perspectives on Customer Centricity7. Customer-centric Marketing: What, How, and Why Do Customer Habits Matter?Denish Shah and Ayan Ghosh Dastidar8. Designing and Effectively Managing Customer-Centric Loyalty ProgramsJ. Andrew Petersen, Rajkumar Venkatesan and Farnoosh Khodakarami9. Building Customer-Centric Marketing Channel Relationships: A Model of Reseller Motivation and ControlDavid I. Gilliland and Stephen K. Kim10. Customer Centricity and Customer Co-creation in Services: The Double-Edged EffectsChi Kin (Bennett) Yim, Kimmy Wa Chan, Caleb H. Tse, and Fine F. LeungPART III Branding and Technology Perspectives on Customer Centricity11. Infusing Brands and Branding into Customer CentricityKevin Lane Keller12. Customer Centricity and the Impact of TechnologyP.K. Kannan and Xian Gu13. Enhancing Customer Centricity via 3D PrintingAric Rindfleisch and Subin ImIndex
Responsibility: edited by Robert W. Palmatier, Christine Moorman, Ju-Yeon Lee.


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`Creating strategy from the outside in to put the customer first is a top priority of firms today. Helping firms do that is a pivotal goal of academics. This book lays a foundation for these goals by Read more...

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