The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior / Michael W. Lowenstein.
By: Lowenstein, Michael W.
Material type: TextPublisher: Milwaukee, Wis. : ASQ Quality Press, 2011Bibliography: Includes bibliographical references (p. 337-347) and index.Description: xxx, 363 p. : ill. ; 24 cm.ISBN: 9780873898119 (alk. paper); 0873898117 (alk. paper).Subject(s): Customer loyalty | Customer services | Customer relationsDDC classification: 658.8/12Item type | Current library | Collection | Call number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Two Weeks | Davenport Library Circulating Collection | Print-Circulating | 658.812 L952 2011 (Browse shelf(Opens below)) | Available | 34284003744638 |
Includes bibliographical references (p. 337-347) and index.
What are customer advocacy and customer sabotage (aka "badvocacy")? -- The history of customer advocacy and sabotage -- The importance of experience, authenticity, and trust in customer advocacy -- The business case for creating customer advocacy (and eliminating the potential negative impact of alienation and sabotage) -- Measuring and monetizing customer advocacy -- Recommendation and referral: the hype and the reality of "one number" -- The other side of the coin: negative work-of-mouth, and customer alienation and sabotage -- Intersecting inside-out and outside-in customer advocacy -- How do companies create higher levels of customer advocacy using informal social communication? -- Advertising versus social word-of-mouth and advocacy -- Employee advocacy (ambassadorship_ and linkage to customer attitudes and behavior -- Are we there yet? Focus on relationships, online/off-line social media influence, and clouds.
There are no comments on this title.