Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all...

Coupons, in the form of “promotion codes”, are now a mainstay of the online shopping experience, but online coupon redemption differs substantively from that in traditional retailing. Offline redemption of coupons is customer‐initiated while Internet shoppers are usually prompted to enter...

Discussing the latest research and theory in customer satisfaction and services marketing, the topics include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value

The clear specification of leadership efforts spanning levels of analysis has lagged behind leadership research in general. Simulation modeling, such as agent-based modeling, provides research platforms for exploring these interesting issues. This chapter uses agent-based models, along with...

This paper applies a complexity-theory-based simulation to the diverse field of organizational behavior. The specific form or level of competency emerges from the involved people and resources and the interactions among them. This paper focuses on an organizational competency of being capable to...

Entrepreneurs are action takers. This paper presents an agent-based model illustrating entrepreneurial action choices between rhetoric and action during the very early stages (pre-formal alliance) of an entrepreneur's journey. Environmental factors, inertia, entrepreneurial conation preferences,...