Market research Books

Book SynopsisIn some parts of the world, especially in developing markets, category management today remains a stretch goal a new idea full of untapped potential. In other areas, the original eight-step process that emerged in the late 1980's forms the foundation of many companies' approach to category management. In still others, particularly in developed countries like the U.S., the U.K., and others, refinements are being made most of them designed to place consumer understanding front and center. New ideas are emerging from trip management to aisle management to customer management. Whether a new descriptor emerges to replace category management is yet to be seen. Even if that does happen, what won't change is the overall objective to help retailers and their manufacturer partners succeed by offering the right selection of products that are marketed and merchandised based on a complete understanding of the consumers they are committed to serving. This book, which explores both theTrade Review"It provides an insight into how they [companies such as Hershey and Hewlett-Packard] have used category management to succeed and how to apply their methods in your own organisation." (Supply Management, April 2006)Table of ContentsChapter 0 Introduction—Why Category Management Is More Important Than Ever 1 Part I In the Beginning—the Purpose of Category Management Chapter 1 The Evolution of Category Management and the New State of the Art 13 Chapter 2 Category Management Begins with the Retailer’s Strategy 33 Part II The Eight Foundational Steps of Category Management Chapter 3 Step One: Define the Category Based on the Needs of Your Target Market 67 Chapter 4 Step Two: Assign a Role to the Category That Best Supports the Retailer’s Strategy 77 Chapter 5 Step Three: Assess the Category to Find Opportunities for Improvement 95 Chapter 6 Step Four: Set Performance Targets and Measure Progress with a Category Scorecard 111 Chapter 7 Step Five: Create a Marketing Strategy for the Category 123 Chapter 8 Step Six: Choose Tactics for Category Assortment, Pricing, Promotion, Merchandising, and Supply Chain Management 133 Chapter 9 Step Seven: Roll Out the Plan 165 Chapter 10 Step Eight: Review the Category’s Performance Regularly and Make Adjustments as Needed 173 Chapter 11 Bringing the Consumer into Category Management—A New Take on the Eight Steps 179 Part III Category Management Success Stories Chapter 12 General Mills—Going Beyond the Categories 201 Chapter 13 Big Y—Focusing on Implementation 207 Chapter 14 SUPERVALU—The Last Three Feet of Category Management 217 Chapter 15 CROSSMARK—Just the Facts 241 Chapter 16 Acosta—Multiplying the Impact of Category Management 251 Chapter 17 Chiquita—Extending Category Management to Perishables 259 Chapter 18 The Hershey Company—Linking Consumer Insights and Customer Strategy 275 Chapter 19 Miller Brewing—Tapping Category Management for Competitive Advantage 285 Chapter 20 Hewlett-Packard—Taking Category Management beyond Traditional CPG 295 Part IV The Way Forward Chapter 21 Lessons Learned from the Real World 303 Chapter 22 Proactive Category Management 309 Shan Kumar Chapter 23 Linking Category Management and Loyalty Marketing 319 Glenn Hausfater Chapter 24 The New Category Management Emerges 335 Dirk Seifert Acknowledgments 343 Index 347

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Book SynopsisGrant Leboff is the founder of Sticky Marketing Ltd., a consultancy which advises clients on sales and marketing strategies, building their brand and positioning it as market leader in their particular sector. A regular speaker at conferences around the world, he is also a contributor to many business magazines and newspapers including, The Daily Telegraph, The Independent, and The Financial Times. Grant is also the author of the best-selling book, Sales Therapy, published by Wiley.Trade Review"...should be considered nothing less than gospel." * Elite Business Magazine *"Grant says the world wide web has commoditised the world, and being good at what you do is the minimum entry level to be allowed to compete - this is very powerful advice. It's not about what your business does, it's about how it does it, and who you do it for." * Talk Business *Table of Contents Section - ONE: Prologue; Section - TWO: Setting the scene; Chapter - 01: Printing press to world wide web; Chapter - 02: Scarcity to abundance; Chapter - 03: Transactions to engagement; Section - THREE: Developing an effective marketing strategy; Chapter - 04: Benefits to problems; Chapter - 05: Products to experiences; Chapter - 06: Unique selling point to customer engagement points; Section - FOUR: Communicating the message; Chapter - 07: Messages to conversations; Chapter - 08: Image to reputation; Chapter - 09: Controlling to sharing; Section - FIVE: It’s not about you, it’s about the customer; Chapter - 10: Advertisements to content; Chapter - 11: Broadcast to discovery; Chapter - 12: Static to mobile; Section - SIX: Epilogue; Customers to communities

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Book SynopsisClive Humby is chairman and founder of the world's leading customer science company dunnhumby. He is the chief information architect behind Tesco Customer Management and its segmentation programme. Clive is Visiting Professor of Integrated Marketing at Northwestern University and Industrial Fellow at Kingston University.Terry Hunt is chairman of EHS Brann, one of the largest direct marketing agencies in the world. His clients include the AA, Barclays, British Gas, Cadbury's, The Economist, MINI, National Savings and Tesco. Along with Clive, Terry was a major influence behind the development, launch and creative management of Tesco Clubcard.Tim Phillips is a renowned business journalist and broadcaster. He is the author of Knockoff, also published by Kogan Page.Table of Contents Chapter - 00: Introduction; Chapter - 01: Questions of loyalty; Chapter - 02: Making loyalty pay; Chapter - 03: Clubcard on trial; Chapter - 04: Because we can; Chapter - 05: Every little helped; Chapter - 06: Data, lovely data; Chapter - 07: Four Christmases a year; Chapter - 08: You are what you eat; Chapter - 09: Lifestyles become habits; Chapter - 10: Launching a bank; Chapter - 11: Babies, beauty and wine; Chapter - 12: A bigger deal; Chapter - 13: From mouse to house; Chapter - 14: Back to basics; Chapter - 15: Clubcard overseas; Chapter - 16: ‘Tesco’s most potent weapon’

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Book SynopsisMike Grigsby has been involved in marketing science for more than 25 years. He was marketing research director at Millward Brown and has held leadership positions at Hewlett-Packard and the Gap. With a wealth of experience at the forefront of marketing science and analytics, he now heads up the strategic retail analysis practice at Targetbase. Mike is also known for academic work, having written articles for academic and trade journals and taught at graduate and undergraduate levels. He is a regular speaker at trade conventions and seminars.Trade Review"Advanced Customer Analytics provides a great introduction into the main analytical tools marketing managers should be familiar with these days. Starting from regression analysis the book gradually covers more sophisticated methods including time series models, survival analysis, TOBIT models and structural equation models. What makes this book special is the easy to understand way in which these methods are explained and applied to problems marketing managers face every day. This makes this book great for practitioners as well as for readers interested in learning applied statistics. I strongly recommend this book to anyone interested in data-based marketing decision making." * Michael Haenlein, Professor, ESCP Europe *"Advanced Customer Analytics provides a serious but accessible tool kit for the aspiring retail leader." * Michael Beverland, Professor of Marketing, School of Economics, Finance and Marketing *"I would highly recommend Advanced Customer Analytics. The book is well written and will become your favourite go-to reference. The examples given throughout are typical day-to-day problems that arise within the marketing analytics field and could be easily translated into other fields as well. The book reads as though Mike is right there with you baring his brains and humour on a topic that needs both. Mike explains even the most complicated concepts in an easy to understand and logical manner with many examples." * Susan Martin, Senior Analyst and Big Data Guru *"Written from a practice viewpoint, Advanced Customer Analytics is an engaging and easy-to-read book that would interest students and practitioners attentive to research and, more specifically, retailing. The book is conceptually substantial and serves as a practical guide to understanding and applying retail analytics. A particular strength of the book is the application to relevant industry issues facing large retailers today (such as Wal-Mart, Sears, Macys, Kohls, etc.) as more and more companies are facing downsizing and restructuring pressures." * Dr Candice R. Hollenbeck, Ph.D., University of Georgia, Terry College of Business *"An approachable and enjoyable read... the business cases are just outright fun." * Jehoshua Eliashberg, Sebastian S. Kresge Professor of Marketing and Professor of Operations, Information, and Decisions, The Wharton School *"Advanced Customer Analytics gives an in-depth focus on how to communicate with your customers scientifically and effectively using statistics and predictive modeling." * Cai Chen, E-commerce and Digital Marketing Analytics Practitioner *"Mike Grigsby, the author of Marketing Analytics, takes a critical and in-depth look at the issues underpinning customer analytics. The book provides a fresh and comprehensible view on the complex issue of advanced customer analytics. Starting from the basics of regression and factor analysis he quickly moves to what is essential in business and marketing i.e. purchasing, order of purchases, pricing and discounts, allocation of marcom, bundling, category management and CLV. The book is full of practical examples from retailing industry and more importantly he shows how the analysis is actually done. If you want to deepen your knowledge of customer focused analytics this is the book to read!" * Jari Salo (D.Sc.), Professor of Marketing (Digital Business and Marketing) at the Oulu Business School *"Mike has once again presented complex marketing concepts such that the newcomers to the field will appreciate the fundamental rationale economics plays in doing good market research. The reader is guided through the appropriate use of many popular statistical procedures to address basic marketing concerns. Mike's "no nonsense" (albeit at times humorous) interpretation of statistical output provides an excellent template to help more seasoned marketing analysts explain their work. At the very least, the reader will be treated to a very entertaining discussion of the making of marketing analytics. I highly recommend Advanced Customer Analytics." * Derek Glatz, Senior Pricing Analyst, Loewe-Adler International Inc. *"This book is an extremely useful resource which gives a wide overview on the targeting, segmenting and building, and measuring customer loyalty in retailing. The book presents a practical application of traditional techniques applied to different kinds of non-traditional data, helping practitioners to understand the basics of marketing analytics in retail." * Prof. Lina Anastassova, PhD, Head of Marketing Chair, Burgas Free University, Bulgaria *"We are in the midst of digital business and society transformation. Also known as the real time digital economy. Marketers past, present and future need to understand this world and how it will influence clients, customers and how analytics will optimize messaging for decision makers from all professional backgrounds. Mike Grigsby has been at the genesis of this tipping point for quite some time and has captured many great methods and experiences to set you on this journey." * Tony Hamilton, Solution and Best Practices Consultant at Planet Analytics *"Mikes style of writing is easy and right to the point. In Advanced Customer Analytics Mike adds specific math and statistics examples that are relevant and easy to follow. If you want to step up your analytics understanding this book is for you." * Emmett Cox SVP Customer Intelligence at BBVA Compass and author of Retail Analytics *Table of Contents Section - 01: Overview; Section - 02: Regression and Factor Analysis; Section - 03: Retail; Section - 04: Retail; Section - 05: Understanding and estimating demand; Section - 06: Price elasticity and discounts; Section - 07: Valuing marketing communications (marcomm); Section - 08: Forecasting future demand; Section - 09: Targeting the right customers; Section - 10: Maximizing the impact of mailing; Section - 11: The benefits of product bundling; Section - 12: Estimating time of purchase; Section - 13: Investigating the time of product purchase; Section - 14: Increasing customer lifetime value; Section - 15: Modelling counts (transactions); Section - 16: Quantifying complexity of customer behaviour; Section - 17: Designing effective loyalty programmes; Section - 18: Identifying loyal customers; Section - 19: Introduction to segmentation; Section - 20: Tools for successful segmentation; Section - 21: Drawing insights from segmentation; Section - 22: Creating targeted messages; Section - 23: RFM vs. segmentation; Section - 24: Marketing strategy;

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Book SynopsisJoeri Van den Bergh is the co-founder of InSites Consulting, a global new generation research agency with offices in Belgium, the UK, France, Switzerland and the Netherlands. His clients include global customers such as Lego, Nokia, Sony, MTV Networks, Danone, Unilever and Coca-Cola.Trade Review"How Cool Brands Stay Hot shares a wealth of insight. At TOMS we are in business to improve lives and this mission allows us to build an emotional bond with customers and motivate employees, because they know they are shopping and working for a movement bigger than themselves. Connecting with consumers in an authentic way is essential in today's world." * Blake Mycoskie, Founder and Chief Shoe Giver, TOMS *"We continuously fuel our brands with fresh and creative views. How Cool Brands Stay Hot is a rich source of inspiration for anyone who wants to truly connect with young people." * Renzo Rosso, Founder and CEO of DIESEL and Only The Brave, United Nations MDG Global Leader *"To win the consumer revolution, all brands should have the ambition to become a Lovemark. This book explains brilliantly how you can gain the love of Generation Y. A must-read for all Generation Y marketers and for brand marketers altogether, since Generation Y leads to all the other target groups as well." * Kevin Roberts, CEO, Saatchi & Saatchi Worldwide *"Because generations shift and change constantly, books on the topic often gather dust. Not this one! Joeri and Mattias have kept their insights in sync with the times. That makes a nice and useful refresher for all of us marketers to read and live by. Why? Staying in sync with the times and with changing consumers is exactly what you need to drive growth and change for your brand." * Kurt Frenier, Vice President GM Global Marketing, PepsiCo Group *"Knowing the consumer is vital to any business looking for a meaningful, long-term engagement. The addition of fresh insights into Gen Y with an eye-opening preview of Gen Z will help marketers keep pace with the digital generation." * Elizabeth Wolgemuth, SVP Global B2B Marketing, MasterCard *"A great book exemplifying and rationalizing critical changes to capture in our activities - well written and easy understood." * Paul Andersen, Vice President, Pepsi-Lipton Europe *"How Cool Brands Stay Hot is a great compass based on science and art, a source of inspiration for any leader on where to go next and what to do. Not only from a business perspective but even when you have younger teams or family troops to manage." * Anouk Lagae, Chief Marketing Officer, Duvel Moortgat *"Well-written and well-documented, this is a must-read book for anyone connecting with Generations Y and Z. Once you start reading, you will not be able to put it down." * Marion De Bruyne, Associate Professor in Marketing Strategy and Innovation, Dean of Vlerick Business School, and author of Customer Innovation *"This book gives a fabulous deep dive in marketing and branding to Millennials. It is often said that the Millennials are more complex and don't follow easy, linear rules. How Cool Brands Stay Hot definitely reduces complexity and is a must-read for all of those who have to understand these target groups." * Dr Alexander Linder, Vice President Corporate Brand, Consumer and Market Intelligence, Swarovski *"Van den Bergh and Behrer give an elaborate insightful view on how to reach generation Y and Z. A must-read for every marketing professional who wants to get a better understanding of young adults." * Jean-Jacques Velkeniers, VP Marketing Europe & Business Unit President Europe West, AB InBev *"It is easily taken for granted that a hot brand stays cool forever. You continue working with what was successful in the past until one day you have become irrelevant or 'the brand of my parents'. This book helps in such an impactful way to stay in touch with Millennials and offers plenty of concrete examples to apply to your brand instantly." * Anneleen Waterloos, Global Head of Consumer & Business Intelligence, IKEA *"One of today's challenges is having too much access to too much information. How Cool Brands Stay Hot focused us on key things to know about Millennials and did a great job of illustrating these themes with current marketing and advertising examples to bring them to life." * Judith Oppenheim, Research Director, Insights & Planning, R/GA *"This and previous editions have been instrumental in bringing this generation to life for us. By introducing key elements of tangibility and insight, they're helping shape our shared journey, both as a world-class technology brand as well as a best-in-class employer brand for Gen Yers and beyond." * Anna Zanghi, Vice President Global Product, MasterCard *"Millennials - everybody is trying to understand them but very few get to both their hearts and brains. This is what Van den Bergh and Behrer do in this book, decoding young men and women who will lead the world in the coming future. For a generation famous for multitasking and lack of attention, the book helps brands in creating longer lasting bonds. The sneak peak on Gen Z is insightful too, as they are not 'younger Millennials' but a generation on its own. A great, insightful must-read." * Marcelo Amstalden Möller, Head of Global CMI Innovation, HEINEKEN Group *"How Cool Brands Stay Hot holds the best and most comprehensive perspective on Generation Y marketing and I regularly recommend it in lectures on recruiting Generation Y." * Christophe Fellinger, Talent Relationship & Recruiting Manager, Beiersdorf *"I am generally not a big fan of marketing books and particularly not when they touch so-called youth marketing. But this one was refreshing and informative, more observing and sharing a frame of thinking on the evolution of generations instead of an absolute theory on 'how to get after those young consumers'." * Gert Kerkstoel, Partner GIMV, Investor and former Global Business Director, Nike SB *"No challenge is more pressing for today's brands than successfully connecting with Generation Y. This book offers precious insights on doing just that." * Ricardo Marques, VP Marketing High End Imports, AB InBev *Table of Contents Chapter - 01: Defining Generation Y; Chapter - 02: Developing a Brand Model for the New Consumer; Chapter - 03: What Cool Means to Brands; Chapter - 04: The Real Thing: Brand Authenticity; Chapter - 05: We All Want Unique Brands; Chapter - 06: Self-Identification with the Brand; Chapter - 07: Happiness: Gen Y’s Adoration for Branded Emotions; Chapter - 08: Who’s Next? Generation Z

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Book SynopsisGregg L. Witt is a renowned youth marketing strategist and generational expert, working with brands including Procter & Gamble, Qualcomm and The Walt Disney Company, to develop innovative strategies that connect with Gen Z. He was named a "Top 5 Youth Marketer to Follow" by Inc. Magazine in 2016. Derek E. Baird is a youth digital strategist and educational technologist, working with leading youth brands and non-profits around the world. He has led digital youth initiatives for high profile media brands including Yahoo!, Facebook, and The Walt Disney Company, where he received the Disney Inventor Award.Trade Review"Youth culture is always moving, changing and evolving. This book delivers well-researched, actionable strategies and tactics that focus on alignment and value creation with that culture. Many books talk about Gen Z, but this is a definitive playbook for modern marketers and business people to authentically engage an emerging generation." * Stefan Heinrich, Head of Global Marketing, ByteDance (TikTok – formerly musical.ly – and Vigo Video) *"Finally, a book that not only understands the complexity and vivaciousness of my generation, but also gives practical insights into how brands connect, market and build community with us. It provides an insider's view into our mindset and teaches brands how to build trust with a generation notorious for scepticism." * Natalie Riso, Content Marketing Strategist, Studio71, and two-time LinkedIn Top Voice at age 21 *"An essential read for business leaders due to the fact that Gen Z sets the benchmark for every other generation now in regard to trending consumer behaviour. Witt and Baird not only do a great job laying out every area that brands need to focus on when it comes to Gen Z: transparency, culture, media, marketing, community and influence, but the layout of the book itself makes it Gen Z by design with its TL;DR chapter summaries. Ignore at your own peril." * Geoffrey Colon, Senior Marketing Communications Designer, Microsoft, and author of Disruptive Marketing *Table of Contents Chapter - 00: Introduction: are you tuned in to Gen Z?; Chapter - 01: A true story of finding youth culture relevance; Chapter - 02: Gen Z: a sociological perspective; Chapter - 03: The five foundational truths of youth marketing; Chapter - 04: Aligning with youth culture in an era of individuality; Chapter - 05: Reveal insights and fuel ideation with Gen Z; Chapter - 06: The youth culture engagement playbook; Chapter - 07: Social strategies and tactical considerations; Chapter - 08: Content strategies and tactical considerations; Chapter - 09: Building community with Gen Z; Chapter - 10: A primer on social and influence media valuation; Chapter - 11: Conclusion: tune in to the frequency of Gen Z; Chapter - 12: Epilogue: stories from the youth marketing trenches; Chapter - 13: Glossary;

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Book SynopsisThis important book offers a revolutionary approach to solving a range of social problems--drug use, smoking, unsafe sex, and overpopulation--by applying marketing techniques and concepts to change behavior. For example, it shows that at-risk teenagers are consumers who decide whether or not to buy safe sex practices. This successful approach is based on Alan R. Andreasen''s more than twenty years of experience in consulting, teaching, and research with social marketing programs around the world. Andreasen shows that effective social change starts with a thorough understanding of the needs, wants, and perceptions of the target consumer--who has ultimate control over the outcomes. The book offers a detailed explanation of how to design a step-by-step program that will move the customer from ignorance and indifference to action and ultimately maintenance of that action. Marketing Social Change offers a wealth of information for developing an effective social marketing plan.Table of ContentsIntroduction: Social Marketing: A Powerful Approach to Social Change. PREPARING FOR SOCIAL MARKETING. Putting the Customer First: The Essential Social Marketing Insight. The Social Marketing Strategic Management Process. Listening to Customers: Research for Social Marketing. Understanding How Customer Behavior Changes. DOING SOCIAL MARKETING. Targeting Your Customer Through Market Segmentation Strategies. Bringing the Customer to the Door: Creating Active Contemplation of New Behaviors. Making the New Behavior Attractive and Low Cost: Benefit and Cost Strategies. Bringing Social Influence to Bear and Enhancing Self-Control. Inducing Action and Ensuring Maintenance. Creating Strategic Partnerships: Marketing to Other Publics. Conclusion: Central Principles of the New Social Marketing Paradigm.

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Book SynopsisDeveloped from a symposium held in Hawaii in August 1998, this book focuses on the diverse subject of consumer psychology as applied to the fields of tourism, hospitality and leisure. It provides a general review of current thinking and presents several new theories and methods of analysis. It consists of 20 chapters, divided into five parts, and is essential reading for researchers and practitioners dealing with consumers and their choices and perceptions. The examples included are international in nature and provide a well-balanced book. Authors contributing to the book are well-respected authorities from the UK, USA, Australia, New Zealand and continental Europe.Table of ContentsI: Introduction, A Woodside Part One: Destination Images and Destination Choice, M Oppermann, S Dolnicar,K Grabler, J A Mazanec and S Baloglu Part Two: Tourist Behaviour, J BKernan, T J Domzal, E A Frew, R N Shaw, K Weber, W Roehl, S Hudson and D Gilbert Part Three: Motivations and Decision Processes, J Gnoth, A Zins, RLengmueller, C Boshoff, K F Hyde, I Ateljevic, S McCabe and A Decrop Part Four: Measuring Attitudes and Behaviours, R McGuiggan, P Schofield, Y Ekinciand M Riley Part Five: Economic and Heritage Issues, V B Agarwal, G RYochum, M Fish, Yi Xia, G Russell, C Walters, A G Woodside and M Y Sakai

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Book SynopsisThis special issue of Review of Marketing Research is unique in that it contains chapters by marketing legends in their own words. Bagozzi, Hunt, Kotler, Kumar, Malhotra, Monroe, Sheth, Wind and Zaltman summarize not only their research but also the salient aspects of their academic life journeys.Table of ContentsList of Contributors. EDITORIAL BOARD. Introduction – Review of Marketing Research: A Review of Legendary Contributions to Marketing. Reflections on a Scholarly Career: From Inside Out and Back Again. Legends in Marketing: A Review of Shelby D. Hunt's Volumes. Philip Kotler's Contributions to Marketing Theory and Practice. Looking through the Marketing Lens: My Journey so Far…. Personal Reflections on My Research Contributions to Marketing. Some Personal Reflections on Pricing Research. A Journey of an Accidental Marketing Scholar. Yoram “Jerry” Wind's Contributions to Marketing. Lessons Learned during a Career. Previous Volume Contents. Review of Marketing Research: Special Issue – Marketing Legends. Review of Marketing Research. Review of Marketing Research. Copyright page.

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Book SynopsisOffering a critical approach to youth marketing, this comprehensive book provides a framework to better understand the mechanisms that shape youth consumption cultures and behaviors. The ideas investigated include how to advertise to digital natives, how to engage young customers, and why digital natives adopt or reject brands.Trade Review‘Based on solid original research, Dr. Batat has crafted a must-read for anyone who must understand pre-teens and teenagers. Her results point to a new approach for marketing, whether promoting products or healthy choices, a new approach that takes into account the sometimes-rapid changes that young people go through. Practical and thorough, with clear recommendations and case studies.’ -- Jeff Tanner, Old Dominion University, USTable of ContentsContents: Introduction to Youth Marketing to Digital Natives 1. Why youth culture beats age segmentation when it comes to marketing to young consumers 2. From age segmentation to “segmenculture”: introducing a new segmentation method based on the youth culture criterion 3. How do youth become consumers? Exploring consumer socialization from childhood to youthhood 4. Are digital natives competent or vulnerable consumers? A challenge for brands targeting the youth market 5. Consumption, brands, co-creation, and empowerment in youth cultures: how can businesses capture the creative potential of digital natives? 6. Digital natives and social media use in youth cultures: what should brands know about blogging? 7. Advertising to digital natives: a hybrid and disruptive way to communicate 8. How are brands designing attractive customer experiences to connect with digital natives? 9. How to study youth consumption cultures: towards immersive market research tools 10. Are digital natives eco-friendly consumers? Conclusion

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Book SynopsisThis cutting-edge book presents a detailed overview of digital marketing strategy, which has evolved following rapid digitalization that occurred during the COVID-19 pandemic. Providing detailed examinations of different digital marketing techniques, it demonstrates how organizationsâ digital marketing strategies can be developed and implemented.Trade Review‘A great choice for a digital marketing textbook: a useful introduction for both practitioners and students. Equipped with practical examples and frameworks, Digital Marketing Strategy covers both strategic and tactical sides of digital marketing, which are discussed through the innovative MRACE (Measure, Reach, Act, Convert, Engage) model. Offering useful insights into digital marketing work, from strategic planning to daily operation, I recommend this book for students and educators.’ -- Joni Salminen, University of Vaasa, FinlandTable of ContentsContents: PART I STRATEGIC ANALYSIS AND PLANNING 1. An introduction to digital marketing 2. Analysis of the digitalized business environment 3. Digital marketing strategy PART II IMPLEMENTING MARKETING STRATEGY IN PRACTICE 4. Implementing strategy using the MRACE® model 5. Digital marketing channels and tools 6. Digital marketing work in practice 7. In closing: the future of digital marketing Bibliography Index

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Book SynopsisThis cutting-edge book presents a detailed overview of digital marketing strategy, which has evolved following rapid digitalization that occurred during the COVID-19 pandemic. Providing detailed examinations of different digital marketing techniques, it demonstrates how organizationsâ digital marketing strategies can be developed and implemented.Trade Review‘A great choice for a digital marketing textbook: a useful introduction for both practitioners and students. Equipped with practical examples and frameworks, Digital Marketing Strategy covers both strategic and tactical sides of digital marketing, which are discussed through the innovative MRACE (Measure, Reach, Act, Convert, Engage) model. Offering useful insights into digital marketing work, from strategic planning to daily operation, I recommend this book for students and educators.’ -- Joni Salminen, University of Vaasa, FinlandTable of ContentsContents: PART I STRATEGIC ANALYSIS AND PLANNING 1. An introduction to digital marketing 2. Analysis of the digitalized business environment 3. Digital marketing strategy PART II IMPLEMENTING MARKETING STRATEGY IN PRACTICE 4. Implementing strategy using the MRACE® model 5. Digital marketing channels and tools 6. Digital marketing work in practice 7. In closing: the future of digital marketing Bibliography Index

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Book SynopsisThe ever-evolving marketing technologies now include the extensive use of advanced AI with important implications for the decision making processes of both marketers and consumers. This detailed and insightful book rigorously examines the role of heuristics and marketersâ decision making within the industryâs growing utilisation of AI.Trade Review‘Professor Guercini’s new book on the automation of marketing offers a unique and insightful glimpse at the future of marketing by helping to answer the question of how human and AI decision making can be integrated together to create an effective marketing strategy.’ -- Brandon Randolph-Seng, Texas A&M University, US‘Professor Guercini makes a fresh and comprehensive contribution to finding the proper role for decision making heuristics in automated marketing. A must-read for those who do not want to just repeat platitudes about biased human behaviour and perfectly accurate AI in modern business, but search for realistic and transparent solutions.’ -- Konstantinos Katsikopoulos, University of Southampton, UKTable of ContentsContents: 1 Introduction to Marketing Automation and Decision Making 2 Decision making based on heuristics in the marketing literature 3 Consumers’ heuristics and marketer as choice architect 4 A set of rules for the marketer’s adaptive toolbox 5 Marketing automation emergence and evolution 6 Artificial intelligence and marketer’s decisions in marketing automation 7 Marketing automation and heuristics in marketers’ experience 8 Conclusion and implications: Marketing Automation and Decision Making Index

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Book SynopsisTrade Review‘The Handbook takes an up-to-date and fresh look at a variety of topics quite relevant in business research. In particular, it not only provides updates for many traditionally covered topics, but also extends to other areas often overlooked in the past thereby expanding researchers’ methodological toolbox. The balance in topics emphasizing not just the role of quantitative methods but also qualitative and mixed methods is unique compared to other books published in the last few decades. Students and faculty will appreciate this book in a variety of methods-oriented courses. Congratulations on this useful, applied book!’ -- Joe Hair, University of South Alabama, USTable of ContentsContents: Introduction: advances in marketing research methods Robin Nunkoo, Viraiyan Teeroovengadum and Christian M. Ringle PART I QUANTITATIVE RESEARCH METHODS 1. Scale development in marketing research Noorjahan Banon Teeluckdharry, Viraiyan Teeroovengadum and Ashley Seebaluck 2. Necessary condition analysis in marketing research Jan Dul, Sven Hauff and Zsófia Tóth 3. When size does not matter: compositional data analysis in marketing research Berta Ferrer-Rosell, Eva Martin-Fuentes, Marina Vives-Mestres and Germà Coenders 4. Modern data analysis – a paradigm for robustness: lessons for marketing researchers from the machine learning literature John Williams 5. Meta-analysis: deconstructing marketing knowledge İlayda İpek and Nilay Bıçakcıoğlu-Peynirci 6. Experimental design in marketing research Sumeyra Duman 7. Partial Least Square Structural Equation Modelling (PLS-SEM) in marketing research Soujata Rughoobur-Seetah, Robin Nunkoo and Viraiyan Teeroovengadum PART II QUALITATIVE RESEARCH METHODS 8. A guide to the successful use of case study in marketing management research Edina Ajanovic and Çizel Beykan 9. Visual research methods: volunteer-employed photography (VEP) Brian Garrod and Nika Balomenou 10. Phenomenology: prospects and challenges for marketing research Mine Inanc and Metin Kozak 11. Mobile ethnography: a customer experience research method for innovation Birgit Bosio, Katharina Rainer and Marc Stickdorn PART III MIXED-METHODS RESEARCH 12. Mixed methods in agricultural marketing research: building trust amongst participants Rachel Hay 13. Multi-methods in the measurement of emotion in tourism marketing Arghavan Hadinejad, Noel Scott, Anna Kralj and Brent Moyle 14. Using a mixed methods approach to develop a scale in the context of social media attachment Shabanaz Baboo PART IV OTHER ISSUES IN MARKETING RESEARCH 15. New frontiers in marketing research methods: forensic marketing – using forensic science frameworks and methods in marketing research D. Anthony Miles 16. An examination of the legal theories and research methods relevant to marketing research Marie Valerie Uppiah and Roopanand Mahadew 17. Assessing the legal implications and parameters of marketing research Roopanand Mahadew and Marie Valerie Uppiah 18. Ethical considerations in marketing research Mridula Gungaphul and Mehraz Boolaky Index

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Book SynopsisBringing together different theoretical perspectives on brand co-creation and discussing their practical applicability and ethical implications, this Research Handbook explores emerging notions of brand construction which view brands as co-created through collaborative efforts between multiple stakeholders.Trade Review‘Brand co-creation is an idea that has arrived and the compilation of insights and ideas from leading academics offers a welcome and stimulating perspective.’ -- David Aaker, author of Owning Game-Changing Subcategories‘The processual view on branding is strongly reinforced by this impressive collection of chapters on branding as co-creation – a splendid, international group of authors bring forth a plethora of perspectives that is bound to enrich future discussions and research on brands and branding.’ -- Søren Askegaard, University of Southern Denmark, Denmark‘I fully recommend this Research Handbook to anyone interested in branding and co-creation. The editors have assembled some of the finest thinkers from a diverse range of theoretical perspectives to explore how brand meaning is co-created between marketers, employees, customers, influencers, communities, and other stakeholders, across a range of industry and national contexts.’ -- Michael Beverland, University of Sussex Business School, UK‘Brands aren’t created any more. They’re co-created by a combination of contributing consumers, curating corporations, and a constellation of complementary collaborators. Chock-a-block with challenging ideas, this co-created book contains everything you need to know about brand co-creation.’ -- Stephen Brown, Ulster University, UK‘Creating brands in the boardroom without any collaborative input from customers and other key stakeholders is becoming increasingly passé. This Research Handbook provides an excellent collection of papers that represent the latest evidence-based thinking on brand co-creation, combined with best practice cases for brand co-creation’s successful implementation. No doubt, this is a must read for brand researchers and managers alike!’ -- George Christodoulides, American University of Sharjah, United Arab Emirates‘A really comprehensive Research Handbook providing an authoritative critical reflection and in-depth analysis on brand co-creation and its ethical implications. This topic is of great importance in the digital age where companies and customers are strongly connected and are part of a larger digital ecosystem.’ -- Margherita Pagani, SKEMA Business School, France‘The modern consumer increasingly feels a greater connection to the brand than that of just being the passive customer. This learned work on brand co-creation examines this phenomenon from multiple angles. I am pleased that the work investigates not just traditional f.m.c.g products as brands but also personalities and ideas as branded entities. In addition, all branding is not positive and the text takes us to the darker side of branding as a reminder that the study of brands is not unambiguous.’ -- Stuart Roper, University of Huddersfield, UK‘A timely addition to a growing research field that is shaping the future of consumption and brand practices. The Research Handbook on Brand Co-Creation will be equally valuable to scholars looking for a comprehensive starting point in a fragmented field, and to advanced scholars looking to deepen their understanding of current research trends in the co-creation literature. The Handbook critically discusses co-creation from complementary perspectives, from epistemological aspects to ethical ones. A remarkable tour de force, the Handbook gathers cutting-edge insights from an international team of authors shaping current co-creation research.’ -- Benjamin G. Voyer, ESCP Business School, UKTable of ContentsContents: Preface xxiv PART I THE ONTOLOGY AND EPISTEMOLOGY OF BRAND CO-CREATION 1 A conceptual analysis of labels referring to brand co-creation 2 Jaana Tähtinen and Kati Suomi 2 Establishing the boundaries of brand co-creation 32 Catherine da Silveira and Cláudia Simões 3 Brands as co-creational lived experience ecosystems: an integrative theoretical framework of interactional creation 47 Venkat Ramaswamy and Kerimcan Ozcan 4 Reassessing brand co-creation: towards a critical performativity approach 65 Andrea Lucarelli, Cecilia Cassinger and Jacob Östberg PART II CO-CREATION OF INTANGIBLE BRAND ASSETS 5 Co-creation of intangible brand assets: an integrative S-D logic/organic view of brand-based conceptual framework 80 Victor Saha, Venkatesh Mani, Praveen Goyal and Linda D. Hollebeek 6 Co-creation or co-destruction? Value-based brand formation 90 Andrea Hemetsberger, Maria Kreuzer and Hans Mühlbacher 7 Dealing with discrepancies of a brand in change: recomposition of value and meanings in the network 105 Anu Norrgrann and Saila Saraniemi 8 The role of brand-facing actors in shaping institutions through brand meaning co-creation 122 Kieran D. Tierney, Ingo O. Karpen and Kate Westberg 9 Co-creation of multi-sensory brand experiences: a manufacturer perspective 138 Clarinda Rodrigues, Andreas Aldogan Eklund, Adele Berndt and Susanne Sandberg 10 B2B branding in global commodity networks: a cultural branding analysis of a Danish company going global 153 Christian Dam and Dannie Kjeldgaard PART III CO-CREATION OF BRAND OFFERINGS 11 Freedom and control in brand co-creation communities 167 Nicholas Ind and Oriol Iglesias 12 Exploring the brand co-creation–brand performance linkage and the roles of innovation and firm age: resource-based and dynamic capabilities views 177 Ahmed Rageh Ismail 13 Toward a co-creation approach to nation branding: an integrative framework 198 Mai T. Pham and Roderick J. Brodie 14 The dark side of brand co-creation: a psychological ownership perspective 218 Fabian Bartsch and Bart Claus PART IV ETHICAL IMPLICATIONS OF BRAND CO-CREATION 15 The universal moral standards and the ethics of co-creation 241 Sumire Stanislawski 16 Co-creation of conscientious corporate brands – facilitating societal change towards sustainability: a structured literature analysis 256 Christine Vallaster and Philip Lechner 17 Organizational citizenship behaviour principles: a guide for employees and customers in the brand value co-creation journey 274 Maja Arslanagić-Kalajdžić and Vesna Babić-Hodović 18 “We look within... So we can look up” – towards a nonviolent ethics of human brand co-creation 291 Monica Porzionato and Cecilia Cassinger 19 The ethics of conspicuous virtue signaling: when brand co-creation on social media turns negative 303 Ulf Aagerup PART V CRITICAL REFLECTIONS ON THE FUTURE OF BRAND CO-CREATION 20 Brand co-creation and degrowth: merging the odd couple 317 Feyza Ağlargöz 21 Brand co-creation management in the light of the social-materiality approach 337 Géraldine Michel and Valérie Zeitoun 22 Violent brands: from neoliberal vessels to far-right fantasies 348 Sofia Ulver PART VI CASE STUDIES ON BRAND CO-CREATION 23 Alternative methods to study affective information processing in brand co-creation 359 Monika Koller and Peter Walla 24 Prolonging the shared project value of surplus co-creation 367 Yun Mi Antorini and Gry Høngsmark Knudsen 25 The iconization of Greta Thunberg: the role of myths in co-creating a person brand 374 Teresa Brugger and Verena E. Wieser 26 Finding new product ideas at Eisenbeiss: integrating non-frontline employees into co-creation processes 381 Oliver Koll 27 Turning lead into gold: from weighty consumer feedback to co-creation 387 Peter Espersen Closing remarks 393 Index 394

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Book SynopsisTake a glimpse into the mind of the modern consumer A decade of swift and stunning change has profoundly affected the psychology of how, when, and why we shop and buy.Trade Review“In the world of shopping, Decoding the New Consumer Mind will make waves. This important book explains it all, uncovering where we are going and showing how individuals and companies can advance their offerings as well as their bottom lines.” —from the foreword by Paco Underhill, CEO, Envirosell, and author, Why We Buy “When I read ‘the past is no longer prologue’ in the opening chapter, I knew Kit Yarrow was on to something. Flexibility is more important than strategies grounded in past consumer experience. Kit illustrates this with fine research and stories of real people coping in our world of overload, overindulgence, and isolation. A must-read if you are a marketer, a retailer, a manufacturer, or a consumer trying to understand how the rules have changed.” —Peter Stringham, chairman and CEO, Young & Rubicam Group “The pace of change at retail is breathtaking and nowhere is that more evident than in ecommerce. Kit’s emphasis on the major drivers of this change, including the need for authenticity, continuous innovation, and building community, is right on the money. Decoding the New Consumer Mind is full of great insights, fascinating cases, and actionable ideas.” —Susan Feldman, cofounder and chief merchandising officer, One Kings Lane “Yarrow’s concept of the radical individualism of consumers is inspiring but challenging. Her solution of promoting trust through connection is absolutely on target.” —Richard Edelman, president and CEO, Edelman “Kit digs deeply into how and why people shop, perfectly putting into perspective how time has changed today’s shopper and how retailers must adjust to those changes. Decoding the New Consumer Mind is entertaining, insightful, and chock-full of recommendations for retailers.” —Matthew Shay, president and CEO, National Retail Federation “Kit brings a unique combination of academic prowess and keen contemporary insight to all her work. With her trademark frankness and humor, she documents three major psychological shifts that have profoundly impacted how consumers shop and buy. Decoding the New Consumer Mind is an absolute must-read for any business that intends on thriving in the new consumer reality.” —Doug Stephens, founder, Retail Prophet, and author, The Retail RevivalTable of ContentsForeword by Paco Underhilll ix Introduction 1 Part One THe New Consumer MInd 1 Rewired Brains 11 2 Isolation and Individualism 45 3 Intensified Emotions 79 Part Two Strategies to connect with today’s New consumer 4 Technovation 123 5 The Real Deal 137 6 Involvement 153 7 Intensity 167 Conclusion 177 Notes 179 Acknowledgments and Gratitude 199 About the Author 203 Index 205

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Book SynopsisMarketing Research: Using Analytics to Develop Market Insights teaches students how to use market research to inform critical business decisions. Offering a practitioner's perspective, thisfully-updated edition covers both marketing research theory and practice to provide students with a comprehensive understanding of the subject. A unique applications-based approachgrounded in the authors' 50 years' combined experience in the marketing research industryfeatures real data, real people, and real research to prepare students for designing, conducting, analyzing, and integrating marketing research in their future business careers. Already a standard text in marketing research courses, the twelfth edition contains thoroughly revised content that reflects the latest trends, practices, and research in the field. Numerous examples of companies and research firms, such as Twitter, ESPN, Ford, and General Motors, are featured throughout the text to illustrate how marketiTable of ContentsPreface vii Acknowledgments ix 1 Steps in Creating Market Insights and the Growing Role of Marketing Analytics 1 Marketing Research and Developing Market Insights 1 Marketing Research Defined 2 Importance of Marketing Research to Management 2 Understanding the Ever-Changing Marketplace 3 Social Media and User-Generated Content 3 Proactive Role of Marketing Research 4 Marketing Analytics Moves to the Forefront 4 The Research Process 4 Recognize the Problem or Opportunity 5 Find Out Why the Information is Being Sought 6 Understand the Decision-Making Environment with Exploratory Research 6 Use the Symptoms to Clarify the Problem 8 Translate the Management Problem into a Marketing Research Problem 9 Determine Whether the Information Already Exists 9 Determine Whether the Question Can Be Answered 10 State the Research Objectives 10 Research Objectives As Hypotheses 11 Marketing Research Process 11 Creating the Research Design 11 Choosing a Basic Method of Research 11 Selecting the Sampling Procedure 13 Collecting the Data 13 Analyzing the Data 13 Presenting the Report 14 Following Up 14 Managing the Research Process 14 The Research Request 14 Request for Proposal 15 The Marketing Research Proposal 16 What to Look for in a Marketing Research Supplier 17 Modifying the Research Process—Marketing Analytics, Big Data, and Unsupervised Learning 17 A Shifting Paradigm 18 What Motivates Decision Makers to Use Research Information? 18 Summary 19 Key Terms 19 Questions for Review & Critical Thinking 20 Working the Net 20 Real-Life Research 1.1: Can Anyone Be a Market Researcher? 21 2 Secondary Data: A Potential Big Data Input 23 Nature of Secondary Data 23 Advantages of Secondary Data 24 Limitations of Secondary Data 25 Internal Databases 27 Creating an Internal Database 27 First, Second, and Third Party Data 27 Behavioral Targeting 28 Big Data 29 The Big Data Breakthrough 29 Making Big Data Actionable in Traditional Marketing Research Environments 30 Battle over Privacy 31 The Federal Trade Commission 32 State Data Privacy Laws 32 The General Data Protection Regulation 32 Summary 33 Key Terms 34 Questions for Review & Critical Thinking 34 Working the Net 34 Real-Life Research 2.1: The GDPR and American Small Business 34 3 Measurement to Build Marketing Insight 36 Measurement Process 36 Step One: Identify the Concept of Interest 37 Step Two: Develop a Construct 38 Step Three: Define the Concept Constitutively 38 Step Four: Define the Concept Operationally 38 Step Five: Develop a Measurement Scale 40 Nominal Level of Measurement 41 Ordinal Level of Measurement 41 Interval Level of Measurement 42 Ratio Level of Measurement 42 Step Six: Evaluate the Reliability and Validity of the Measurement 43 Reliability 45 Validity 47 Reliability and Validity—A Concluding Comment 51 Attitude Measurement Scales 51 Graphic Rating Scales 52 Itemized Rating Scales 53 Traditional One-Stage Format 55 Two-Stage Format 55 Rank-Order Scales 56 Paired Comparisons 56 Constant Sum Scales 56 Semantic Differential Scales 58 Stapel Scales 59 Likert Scales 60 Purchase-Intent Scales 62 Scale Conversions 64 Net Promoter Score (NPS) 65 Considerations in Selecting a Scale 66 The Nature of the Construct Being Measured 66 Type of Scale 67 Balanced versus Nonbalanced Scale 67 Number of Scale Categories 67 Forced versus Nonforced Choice 68 Summary 68 Key Terms 69 Questions for Review & Critical Thinking 70 Working the Net 70 Real-Life Research 3.1: PNC Bank Considers Changing Its Customer Satisfaction Measurement Scale 71 4 Acquiring Data Via a Questionnaire 73 Role of a Questionnaire 73 Criteria for a Good Questionnaire 74 Does It Provide the Necessary Decision-Making Information? 74 Does It Consider the Respondent? 75 Does It Meet Editing Requirements? 75 Does It Solicit Information in an Unbiased Manner: Questionnaire Design Process 76 Step One: Determine Survey Objectives, Resources, and Constraints 77 Step Two: Determine the Data-Collection Method 78 Step Three: Determine the Question Response Format 78 Step Four: Decide on the Question Wording 81 Step Five: Establish Questionnaire Flow and Layout 84 Step Six: Evaluate the Questionnaire 87 Step Seven: Obtain Approval of All Relevant Parties 88 Step Eight: Pretest and Revise 88 Step Nine: Prepare Final Questionnaire Copy 88 Step Ten: Implement the Survey 88 Field Management Companies 89 Avoiding Respondent Fatigue 89 Intelligence Moves Into Questionnaire Coding 90 Conducting Surveys on Smartphones and Tablets 91 The Rapid Growth of Do-It-Yourself (DIY) Surveys 92 Summary 93 Key Terms 94 Questions for Review & Critical Thinking 94 Working the Net 95 Real-Life Research 4.1: Arrow Cleaners 95 5 Sample Design 99 Concept of Sampling 100 Population 100 Sample versus Census 101 Developing a Sampling Plan 101 Step One: Define the Population of Interest 101 Step Two: Choose a Data-Collection Method 104 Step Three: Identify a Sampling Frame 104 Step Four: Select a Sampling Method 104 Step Five: Determine Sample Size 106 Step Six: Develop Operational Procedures for Selecting Sample Elements 106 Step Seven: Execute the Operational Sampling Plan 106 Sampling and Nonsampling Errors 106 Probability Sampling Methods 107 Simple Random Sampling 107 Systematic Sampling 108 Stratified Sampling 109 Cluster Sampling 110 Nonprobability Sampling Methods 111 Convenience Samples 111 Judgment Samples 111 Quota Samples 112 Snowball Samples 112 Internet Sampling 112 Determining Sample Size 113 Determining Sample Size for Probability Samples 113 Budget Available 113 Rule of Thumb 114 Number of Subgroups Analyzed 114 Traditional Statistical Methods 115 Normal Distribution 115 General Properties 115 Basic Concepts 116 Making Inferences on the Basis of a Single Sample 118 Point and Interval Estimates 118 Sampling Distribution of the Proportion 119 Determining Sample Size 120 Problems Involving Means 120 Problems Involving Proportions 122 Determining Sample Size for Stratified and Cluster Samples 123 Sample Size for Qualitative Research 123 Population Size and Sample Size 124 Summary 125 Key Terms 126 Questions for Review & Critical Thinking 126 Working the Net 127 Real-Life Research 5.1: Insights Research Group (IRG) 127 6 Traditional Survey Research 129 Why Decision Makers Like Survey Research 129 Types of Errors in Survey Research 130 Sampling Error 130 Systematic Error 131 Types of Surveys 135 Door-to-Door Interviews 135 Executive Interviews 136 Mall-Intercept Interviews 136 Telephone Interviews 137 Self-Administered Questionnaires 138 Mail Surveys 139 Determination of the Survey Method 141 Sampling Precision 141 Budget 141 Requirements for Respondent Reactions 142 Quality of Data 142 Length of the Questionnaire 142 Incidence Rate 143 Structure of the Questionnaire 143 Time Available to Complete the Survey 143 Summary 144 Key Terms 144 Questions for Review & Critical Thinking 145 Real-Life Research 6.1: Do Consumers Like Chatbots? 145 7 Qualitative Research 146 Nature of Qualitative Research 146 Qualitative Research versus Quantitative Research 147 The Use of Qualitative Research 147 Limitations of Qualitative Research 148 Focus Groups 149 Popularity of Focus Groups 149 Conducting Focus Groups 150 Focus Group Trends 157 Benefits and Drawbacks of Focus Groups 158 Other Qualitative Methodologies 159 Individual Depth Interviews 159 Projective Tests 163 Summary 167 Key Terms 167 Questions for Review & Critical Thinking 167 Working the Net 168 Real-Life Research 7.1: A Sound Approach for the Sound 168 8 Online Marketing Research: The Growth of Mobile and Social Media Research 171 Using the Internet for Secondary Data 172 Online Qualitative Research 172 Online Bulletin Boards 172 Webcam and Streaming Technology Focus Groups 173 Using the Internet to Find Online Participants 174 Online Individual Depth Interviews (IDIs) 175 Online Survey Research 175 Advantages of Online Surveys 175 Disadvantages of Online Surveys 176 Tools for Conducting Online Surveys 177 Commercial Online Panels 178 Panel Recruitment 178 Open Recruitment 178 Closed Recruitment 179 Respondent Participation 179 Panel Management 180 Mobile Internet Research—The Future is Now 180 Advantages of Mobile 181 Designing a Mobile Survey 181 Social Media Marketing Research 182 Summary 182 Key Terms 183 Questions for Review & Critical Thinking 183 Working the Net 183 Real-Life Research 8.1: Shoppers Spending More In-Store Than Online 183 9 Primary Data Collection: Observation 185 Nature of Observation Research 185 Conditions for Using Observation 186 Approaches to Observation Research 186 Advantages of Observation Research 188 Disadvantages of Observation Research 189 Human Observation 189 Ethnographic Research 189 Mobile Ethnography 192 Mystery Shoppers 192 One-Way Mirror Observations 194 Machine Observation 194 Neuromarketing 194 Facial Action Coding Services (FACS) 197 Gender and Age Recognition Systems 199 In-Store Tracking 199 Television and Video Audience Measurement and Tracking 200 Symphony IRI Consumer Network 200 Tracking 201 Magazines Track Online Readers and Apply It Also to Print 201 Social Media Tracking 202 Virtual Reality and Augmented Reality Marketing Research 204 Summary 204 Key Terms 205 Questions for Review & Critical Thinking 205 Working the Net 206 Real-Life Research 9.1: Bausch & Lomb Fine-Tune the Details 206 10 Marketing Analytics 208 What is Marketing Analytics? 209 The Marketing Analytics Process 210 Getting the Data 210 Big Data Sources 210 Data from Traditional Sources 211 Organizing, Merging, and Using Big Data 212 Acting on Results of Analysis 212 Big Data 212 Background on Big Data Issues 212 How Does It Work? 213 Analyzing Data: Descriptive, Predictive, and Prescriptive Analytics 214 Descriptive Analytics 214 Predictive Analytics 214 Prescriptive Analytics 215 Advanced Analytical Methods 216 Data Mining 216 Machine and Deep Learning 219 Artificial Intelligence or AI 220 Data Visualization 224 Infographics 225 Marketing Dashboards 225 Privacy Issues 226 Privacy versus Customization 226 Summary 228 Key Terms 229 Questions for Review & Critical Thinking 229 Working the Net 230 Real-Life Research 10.1: Affiliated Parking Systems Looks to New Pricing Approach 230 11 Primary Data: Experimentation and Test Markets 231 What is an Experiment? 232 Demonstrating Causation 232 Concomitant Variation 233 Appropriate Time Order of Occurrence 233 Elimination of Other Possible Causal Factors 233 Experimental Setting 234 Laboratory Experiments 234 Field Experiments 234 Experimental Validity 234 Experimental Notation 235 Extraneous Variables 235 Examples of Extraneous Variables 236 Controlling Extraneous Variables 237 Experimental Design, Treatment, and Effects 238 Limitations of Experimental Research 239 High Cost 239 Security Issues 239 Implementation Problems 239 Selected Experimental Designs 240 Preexperimental Designs 240 True Experimental Designs 241 Quasi-Experiments 242 Test Markets 244 Types of Test Markets 245 Decision to Conduct Test Marketing 248 Steps in a Test Market Study 249 Summary 252 Key Terms 252 Questions for Review & Critical Thinking 253 Working the Net 254 Real-Life Research 11.1: Los Lobos Beer 254 12 Data Processing and Basic Data Analysis 255 Overview of Data Analysis Procedure for Survey Research 256 Step One: Validation and Editing of Paper Surveys 256 Validation 256 Quality Assurance for Internet Panels 257 Quality Assurance—Respondent Cooperation and Attention Issues 258 Special Issues with Big Data 260 Editing 260 Step Two: Coding 264 Coding Process 265 Automated Coding Systems and Text Processing 266 Intelligent Capture Systems 267 The Data Capture Process 268 Scanning 268 Step Four: Logical Cleaning of Data 269 Step Five: Tabulation and Statistical Analysis 269 One-Way Frequency Tables 269 Cross Tabulations 272 Death of Crosstabs? 274 Graphic Representations of Data 274 Line Charts 275 Pie Charts 275 Bar Charts 275 Descriptive Statistics 278 Measures of Central Tendency 278 Measures of Dispersion 279 Percentages and Statistical Tests 280 Summary 281 Key Terms 281 Questions for Review & Critical Thinking 282 Working the Net 284 Real-Life Research 12.1: Buzzy’s Tacos 284 13 Statistical Testing of Differences and Relationships 285 Evaluating Differences and Changes 286 Statistical Significance 286 Hypothesis Testing 287 Steps in Hypothesis Testing 288 Types of Errors in Hypothesis Testing 290 Accepting H0 versus Failing to Reject (FTR) H0 292 One-Tailed versus Two-Tailed Test 292 Example of Performing a Statistical Test 292 Commonly Used Statistical Hypothesis Tests 295 Independent versus Related Samples 295 Degrees of Freedom 295 Goodness of Fit 296 Chi-Square Test 296 Hypotheses about One Mean 299 t Test 299 Hypotheses about Two Means 300 Hypotheses about Proportions 302 Proportion in One Sample 302 Two Proportions in Independent Samples 303 Analysis of Variance (ANOVA) 305 p Values and Significance Testing 308 Summary 309 Key Terms 309 Questions for Review & Critical Thinking 310 Working the Net 311 Real-Life Research 13.1: Analyzing William D. Scott (WDS) Segmentation Results 312 14 More Powerful Statistical Methods 313 Data Scientist—Hot New Career 313 Bivariate Statistical Analysis 314 Bivariate Analysis of Relationships 314 Bivariate Regression 314 Nature of the Relationship 315 Example of Bivariate Regression 316 Correlation for Metric Data: Pearson’s Product–Moment Correlation 322 Multivariate Analysis Procedures 323 Multivariate Software 324 Multiple Regression Analysis 324 Applications of Multiple Regression Analysis 325 Multiple Regression Analysis Measures 326 Dummy Variables 327 Potential Use and Interpretation Problems 327 Multiple Discriminant Analysis 328 Applications of Multiple Discriminant Analysis 329 Cluster Analysis 330 Procedures for Clustering 330 Applications of Cluster Analysis 331 Factor Analysis 332 Factor Scores 332 Factor Loadings 334 Naming Factors 334 Number of Factors to Retain 335 Conjoint Analysis 335 Simulating Buyer Choice 335 Limitations of Conjoint Analysis 336 Neural Networks 337 Description of a Neural Network 337 How Neural Networks “Learn” 338 When Neural Networks Are Appropriate 338 Limitations of Neural Networks 338 Predictive Analytics 339 Using Predictive Analytics 339 Privacy Concerns and Ethics 341 Commercial Predictive Modeling Software and Applications 341 Summary 341 Key Terms 342 Questions for Review & Critical Thinking 343 Working the Net 345 Real-Life Research 14.1: Satisfaction Research for Pizza Pronto 345 15 Communicating Analytics and Research Insights 347 The Research Report 347 Organizing the Report 348 Format of the Report 349 Formulating Recommendations 349 Presenting the Results 355 Making a Presentation 356 Infographics 356 Presentations by Internet 358 Summary 358 Key Terms 359 Questions for Review & Critical Thinking 359 Working the Net 359 Real-Life Research 15.1: TouchWell Storefront Concept and Naming Research 359 Appendix A A-1 [Appendix B and C are available online at www.wiley.com/go/mcdaniel/marketingresearch12e] Endnotes N-1 Glossary G-1 QSR Survey QS-1 Index I-1

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Book SynopsisIan Brace, based in Oxford, UK, is a fellow of the MRS and runs training courses on questionnaire design. He was previously director of research methods at TNS UK and a visiting professor in market research at Bristol Business School. Kate Bolton, based in Surrey, UK, is a certified member of the MRS and has been its key industry trainer for questionnaire design for over 20 years as well as being an examiner for the MRS Advanced Certificate. She previously led the Foundations Research Skills Programmes at Kantar.Trade Review"The difference between useful and useless data can often be traced back to the questionnaire. This book is a great resource, guiding you through the myriad of decisions that face the question writer." * Debrah Harding, Managing Director, The Market Research Society *"Whether you are new to questionnaire writing, or looking to fine-tune or update your skills, Ian and Kate's book is an invaluable, practical, easy to dip-into resource." * Nicole Duckworth, Head of Europe and Global Commercial Excellence, PRS IN VIVO *"While technology has moved on, the questionnaire remains the core data source that the insight industry is built on. With more and more people writing questionnaires, it is imperative that books like Questionnaire Design exist to make sure that standards persist." * Sam Curtis, CEO, Big Sofa Technologies *"A fab book, easily accessible and a treasure trove to dip into. There's an art to writing good questionnaires, and this book shows you how." * Darren Bhattachary, CEO, Basis Social *"Designing effective questionnaires is an essential skill for all researchers. Kate and Ian's guide is practical and easy to read; but most importantly, it will ensure you get trustworthy data and powerful insights." * Vishal Badiani, Regional Creative Strategy Manager, Snapchat *"Comprehensive, easy to read and exceptionally practical, I'd recommend this book to anyone wanting to learn more about how to design great questionnaires." * Helen Chesney, Head of Solution, Learning at Kantar *"Ian and Kate have produced the 'must-read' book for anyone working the research and insight industry. Read this and learn from the best." * Simon Wood, Head of Research, BMG Research *"Questionnaire writing is one of the most essential parts of the craft, a definite artform that takes time and skill to perfect. This is an absolutely essential read for any budding or established researcher looking to hone their questionnaire design skills and avoid the many pitfalls that exist." * Tom Coombes, Research Director, Boxclever *Table of Contents Chapter - 00: Introduction; Chapter - 01: Defining achievable questionnaire objectives; Chapter - 02: Influence of data collection approach on question design; Chapter - 03: Planning a questionnaire; Chapter - 04: An overview of question types; Chapter - 05: Identifying types of data created by questions; Chapter - 06: Creating appropriate rating scales; Chapter - 07: Asking about behaviour; Chapter - 08: Measuring satisfaction, image and attitudes; Chapter - 09: Writing effective questions; Chapter - 10: Creating a questionnaire for an online survey; Chapter - 11: Engaging respondents in online surveys; Chapter - 12: Choosing online survey software; Chapter - 13: Considerations for interviewer-administered and paper self-completion surveys; Chapter - 14: Test piloting your questionnaire; Chapter - 15: Ethical issues in questionnaire design; Chapter - 16: Understanding social desirability bias; Chapter - 17: Designing questionnaires for multi-country surveys

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Book SynopsisStephanie Marsh (she/they) is a leading UX research professional, currently UX Research Operations Lead at Springer Nature based in London, UK. They are the former Head of User Research and Analysis for the UK Government Digital Service and former Head of Digital Strategy for the UK Ministry of Defence. She was previously a consultant at Bunnyfoot, a leading UX consultancy in the UK. They have contributed chapters to a range of peer-reviewed texts in related fields and has delivered talks on UX Research, Research Operations and UX strategies at a range of conferences and industry events.

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Book SynopsisGregg L. Witt is a renowned youth marketing strategist and generational expert, working with brands including Procter & Gamble, Qualcomm and The Walt Disney Company, to develop innovative strategies that connect with Gen Z. He was named a "Top 5 Youth Marketer to Follow" by Inc. Magazine in 2016. Derek E. Baird is a youth digital strategist and educational technologist, working with leading youth brands and non-profits around the world. He has led digital youth initiatives for high profile media brands including Yahoo!, Facebook, and The Walt Disney Company, where he received the Disney Inventor Award.Trade Review"Youth culture is always moving, changing and evolving. This book delivers well-researched, actionable strategies and tactics that focus on alignment and value creation with that culture. Many books talk about Gen Z, but this is a definitive playbook for modern marketers and business people to authentically engage an emerging generation." * Stefan Heinrich, Head of Global Marketing, ByteDance (TikTok – formerly musical.ly – and Vigo Video) *"Finally, a book that not only understands the complexity and vivaciousness of my generation, but also gives practical insights into how brands connect, market and build community with us. It provides an insider's view into our mindset and teaches brands how to build trust with a generation notorious for scepticism." * Natalie Riso, Content Marketing Strategist, Studio71, and two-time LinkedIn Top Voice at age 21 *"An essential read for business leaders due to the fact that Gen Z sets the benchmark for every other generation now in regard to trending consumer behaviour. Witt and Baird not only do a great job laying out every area that brands need to focus on when it comes to Gen Z: transparency, culture, media, marketing, community and influence, but the layout of the book itself makes it Gen Z by design with its TL;DR chapter summaries. Ignore at your own peril." * Geoffrey Colon, Senior Marketing Communications Designer, Microsoft, and author of Disruptive Marketing *Table of Contents Chapter - 00: Introduction: are you tuned in to Gen Z?; Chapter - 01: A true story of finding youth culture relevance; Chapter - 02: Gen Z: a sociological perspective; Chapter - 03: The five foundational truths of youth marketing; Chapter - 04: Aligning with youth culture in an era of individuality; Chapter - 05: Reveal insights and fuel ideation with Gen Z; Chapter - 06: The youth culture engagement playbook; Chapter - 07: Social strategies and tactical considerations; Chapter - 08: Content strategies and tactical considerations; Chapter - 09: Building community with Gen Z; Chapter - 10: A primer on social and influence media valuation; Chapter - 11: Conclusion: tune in to the frequency of Gen Z; Chapter - 12: Epilogue: stories from the youth marketing trenches; Chapter - 13: Glossary;

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Table of Contents

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Book SynopsisThe Business of Marketing Research presents readers with a highly practical approach to marketing research. The text familiarizes students with foundational knowledge and skills, features ample practical examples and anecdotes, and is steeped and grounded in academic rigor.The opening chapter introduces readers to the discipline through discussion of the marketing research industry, the marketing research value chain, the strategic impact of high-quality research, and five key trends within the industry. Additional chapters walk readers through the processes of identifying and defining a business problem, reviewing existing data, collecting new data, making informed recommendations, and deploying strategic plans. Readers learn about the importance of high-quality deliverables and communication in marketing research, approaches to qualitative and quantitative study, introductory methods of analytics, and how to conduct brand and customer satisfaction research. Closing chapters address the application of neuroscience and the future of marketing research.Filling gaps in the current literature and well preparing readers for success in their profession, The Business of Marketing Research is a critical textbook for courses in marketing and marketing research. It is also an essential resource for marketing professionals.

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Book SynopsisAdvanced Marketing Research is a companion volume to Richard Bagozzi's Principles of Marketing Research. It is intended for students on advanced marketing research courses at the graduate and postgraduate levels and on executive programs. Each chapter begins with a historical development of the topical area before moving on to advanced issues and coverage of latest developments. To aid students learning, questions and exercises are included throughout.Trade Review"Summaries of the most sophisticated research techniques." Book NewsTable of ContentsList of Figures vii List of Tables ix List of Contributors xii Acknowledgments xiv Introduction xv 1 Advanced Topics in Structural Equation Models 1 2 Partial Least Squares 52 3 Multivariate Statistical Models for Categorical Data 79 4 The CHAID Approach to Segmentation Modeling: CHI-squared Automatic Interaction Detection 118 5 Cluster Analysis in Marketing Research 160 6 Latent Class Multidimensional Scaling: A Review of Recent Developments in the Marketing and Psychometric Literature 190 7 Conjoint Analysis 223 8 Multiple Correspondence Analysis 260 9 Latent Structure and Other Mixture Modles in Marketing: An Integrative Survey and Overview 295 10 A Review of Recent Developments in Latent Class Regression Modles 352 Index 389

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Book SynopsisIntended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.Trade Review"Focuses on helping managers develop information skills for understanding customers' perceptions of value." The Bookseller.Table of ContentsPreface. Part I: Building a Competitive Advantage by Knowing Your Customer:. 1. Achieving a Competitive Advantage Through Customer Value Delivery Strategies. 2. Customer Value in Market Opportunity Analysis Processes. Part II: Learning About Customer Value and Satisfaction:. 3. A New Perspective on Customer Value. 4. Linking Customer Value to Customer Satisfaction. 5. Know Your Customer Through Customer Value Determination. 6. How Customer Value Determination Improves Business Decisions. Part III: Customer Value Determination Techniques:. 7. Measuring Customer Value. 8. Analyzing Customer Value Data. 9. Measuring Customer Satisfaction. 10. Analyzing Customer Satisfaction Data. 11. Predicting Customer Value Change. Appendix I: The Coding Process. Appendix II: Identifying Strategically Important Customer Value Dimensions. Appendix III: Customer Value Change Forecasting Techniques. Index.

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Book SynopsisIn The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice–thus are missing the biggest driver of profitable customer behavior!What are the emotional and subconscious drivers behind your customers' behavior? Do you have a science and data-based strategy to drive this in the direction you want?In The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice–thus are missing the biggest driver of profitable customer behavior! His extensive research shows that emotions are the key drivers of customer behavior, yet few organizations have a strategy to evoke specific emotions based on science and data. Does yours?In this book, the author provides business leaders with a practical framework for how to embed emotions in their business practices, which includes learning how to: Discover the difference between what customers say and do Create a data-based strategy around specific emotions Use customer science to future-proof your business and make the most out of Digital Transformation, Data, and AI …and much more.Behind every business problem, there is a customer problem! This book will change how you think about customer behavior and challenge you to harness the business power of emotions.

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Book SynopsisThe series, Contemporary Perspectives on Data Mining, is composed of blind refereed scholarly research methods and applications of data mining. This series will be targeted both at the academic community, as well as the business practitioner.Data mining seeks to discover knowledge from vast amounts of data with the use of statistical and mathematical techniques. The knowledge is extracted from this data by examining the patterns of the data, whether they be associations of groups or things, predictions, sequential relationships between time order events or natural groups.Data mining applications are in marketing (customer loyalty, identifying profitable customers, instore promotions, e-commerce populations); in business (teaching data mining, efficiency of the Chinese automobile industry, moderate asset allocation funds); and techniques (veterinary predictive models, data integrity in the cloud, irregular pattern detection in a mobility network and road safety modeling.)

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Book SynopsisThe series, Contemporary Perspectives on Data Mining, is composed of blind refereed scholarly research methods and applications of data mining. This series will be targeted both at the academic community, as well as the business practitioner.Data mining seeks to discover knowledge from vast amounts of data with the use of statistical and mathematical techniques. The knowledge is extracted from this data by examining the patterns of the data, whether they be associations of groups or things, predictions, sequential relationships between time order events or natural groups.Data mining applications are in marketing (customer loyalty, identifying profitable customers, instore promotions, e-commerce populations); in business (teaching data mining, efficiency of the Chinese automobile industry, moderate asset allocation funds); and techniques (veterinary predictive models, data integrity in the cloud, irregular pattern detection in a mobility network and road safety modeling.)

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Book Synopsis"Research in Consumer Behavior" presents cutting-edge consumer research, whether empirical or conceptual, qualitative or quantitative. The majority of papers in this volume have been selected from the best papers at the 2011 Consumer Culture Theory Conference held in Chicago Illinois in July, 2011. The Conference is the premier event for consumer culture research which tends to be qualitative, ethnographic, and cultural in orientation and draws a variety of scholars from around the world. Many of these scholars are housed in academic marketing department, but they also come from fields of anthropology, sociology, cultural studies, and communications as well as from industry. The papers selected for this volume are those judged to be the best among those selected for the conference from submissions to the conference peer review. This marks the third volume of "Research in Consumer Behavior" that has been able to publish the top "Consumer Culture Theory" papers.Table of ContentsList of Contributors. Introduction. Collaborative Value Co-Creation in Crowd-Sourced Online Communities – Acknowledging and Resolving Competing Commercial and Communal Orientations. If you can't Stand the Heat, get out of the Kitchen: Foodies Resist the Cultural Authority of the Market. Show me the Mascot: Corralling Critters for Pedagogic Purposes. A Typology of Consumption Communities. Food, Love and Meta-Practices: A Study of Everyday Dinner Consumption Among Single Mothers. We Dream as we Live – Consuming. Buying the Girlfriend Experience: An Exploration of the Consumption Experiences of Male Customers of Escorts. The Cultural Role of Stigmatized Youth Groups: The Case of the Partille Johnnys of Sweden. Love and Videogames: Negotiating Relationships with Cultural Ideals and Consumer Practices. Skating Dialectics and Flipping Genealogy. Staring: How Facebook Facilitates the Breaking of Social Norms. The Modern Woman Myth as a means of Cosmopolitan Cultural Capital Accumulation: A Gendered Acculturation Perspective. The Nouveaux Pauvres of Liquid Modernity. Realistically Fake: Self-Reflexive Consciousness, Ironic (Dis)Engagement with Hybrid Reality Television, and their Impact on Consumption. Research in Consumer Behavior. Research in Consumer Behavior. Research in Consumer Behavior. Copyright page.

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Book SynopsisThis comprehensive Handbook makes the persuasive case that maximizing customer equity is a strategic imperative. This beautifully curated assembly of the best thinkers on this topic will give the reader a deeper understanding of the key elements of customer equity and valuable guidance on how to overcome the implementation challenges. Everything you need to know about customer equity is right here in one place.'- George Day, University of Pennsylvania, US'An exceptionally comprehensive and superbly scholarly volume on the emerging research on customer equity. It is a rare collection of world class scholars who have contributed to this' Handbook.'- Jagdish N. Sheth, Emory University, USCustomer equity has emerged as the most important metric to manage firm performance and value. The Handbook of Research on Customer Equity in Marketing explores the tactical and strategic issues related to understanding, measuring, managing and implementing this tool.Customer equity is the total combined customer lifetime values of all of a company's customers and includes Value Equity, Brand Equity and Relationship Equity. It determines the true value of a company in that it considers the future revenue of the customer base relative to other companies. Through a combination of perspectives, this Handbook analyzes the topic and considers risk alongside strategy and offers state-of-the-art research on the field. Covering all bases, it begins with exploring the evolution of customer equity and concludes with implications of customer equity implication for the future.Drawing upon the wisdom of a global pool of leading scholars, this Handbook serves as a comprehensive and authoritative guide on customer equity for marketing scholars, practitioners, and students.Contributors: L. Aksoy, E.T.Anderson, R.N. Bolton, A. Christodoulopoulou, Y. Dong, M. Eisenbeiss, P.S. Fader, M. Haenlein, D.M. Hanssens, B.G.S. Hardie, T.L. Keiningham, J. Kim, T.J. Kim, G. Knox, Y.A.Komarova, M. Krafft, N. Krishnamoorthy, V. Kumar, S. Lee, D.R. Lehmann, R.P. Leone, M. Lewis, A. Luo, M. Nejad, S.A. Neslin, A. Pansari, K. Peters, J.A. Petersen, G. Ramani, W. Reinartz, R.T. Rust, D.E. Sexton, D.E. Shah, G. Shukla, B. Skiera, R. Srinivasan, S. Srinivasan, C.O. Tarasi, R. Venkatesan, P.C. Verhoef , J. Villanueva, T. Wiesel, S. YooTrade Review‘This comprehensive Handbook makes the persuasive case that maximizing customer equity is a strategic imperative. This beautifully curated assembly of the best thinkers on this topic will give the reader a deeper understanding of the key elements of customer equity and valuable guidance on how to overcome the implementation challenges. Everything you need to know about customer equity is right here in one place.’ -- George Day, University of Pennsylvania, US‘An exceptionally comprehensive and superbly scholarly volume on the emerging research on customer equity. It is a rare collection of world class scholars who have contributed to this Handbook.’ -- Jagdish N. Sheth, Emory University, USTable of ContentsContents: Introduction: The Evolution of Customer Equity V. Kumar and Denish Shah PART 1: UNDERSTANDING AND MEASURING CUSTOMER EQUITY 1. Drivers of Customer Equity Roland T. Rust, James Kim, Yue Dong, Tom J. Kim and Seoungwoo Lee 2. Aggregate- and Individual-level Customer Lifetime Value V. Kumar and Anita Pansari 3. Simple Probability Models for Computing CLV and CE Peter S. Fader and Bruce G. S. Hardie 4. Incorporating Dynamics in Customer Lifetime Value Models Michael Lewis 5. The Value of Flexibility: Real Options and Customer Lifetime Value Michael Haenlein PART II IDENTIFYING KEY DRIVERS TO AUGMENT CUSTOMER EQUITY 6. Managing Customer Loyalty for Maximize Customer Equity Werner Reinartz and Maik Eisenbeiss 7. Leveraging Product Returns to Maximize Customer Equity J. Andrew Petersen and Eric T. Anderson 8. Word-of-Mouth and Marketing Effects on Customer Equity Dominique M. Hanssens, Julian Villanueva, and Shijin Yoo 9. The Power of Customer Referrals Robert P. Leone and Angeliki Christodoulopoulou PART III: APPLYING THE CUSTOMER EQUITY CONCEPT FOR ENHANCING FIRM PERFORMANCE 10. Customer Acquisition Strategies: A Customer Equity Management Perspective Kay Peters, Peter C. Verhoef, and Manfred Krafft 11. The Chain of Effects from Customer Satisfaction to Customer Profitability Timothy L. Keiningham, Lerzan Aksoy, Yuliya A. Komarova and Mohammad Nejad 12. Customer-lifetime-value-based Resource Allocation Rajkumar Venkatesan 13. Customer Mindset Metrics and Firm Performance Shuba Srinivasan PART IV: STRATEGIC MANAGEMENT OF CUSTOMER EQUITY 14. Risk Considerations in the Management of Customer Equity Ruth N. Bolton and Crina O. Tarasi 15. Co-Managing Brand Equity and Customer Equity Anita Luo, Donald R. Lehmann, Scott A. Neslin. 16. Customer Equity Management – Opportunities and Threats from New Technologies Raji Srinivasan 17. Stop Grouping and Start Regulating – A New Approach to Social Media Marketing V. Kumar, Nandini Krishnamoorthy and Gayatri Shukla PART V: IMPLEMENTING CUSTOMER EQUITY IN FIRMS 18. Implementing Marketing Return Metrics in Organizations Donald E. Sexton 19. Interaction Orientation and Complaint Handling Girish Ramani and George Knox 20. Customer Equity Reporting Thorsten Wiesel and Bernd Skiera Conclusion: The Future of Customer Equity V. Kumar and Gayatri Shukla Index

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Book SynopsisThis Handbook examines the area of consumer behavior from the perspective of current developments and developing areas for the discipline, to new opportunities that comprehend the nature of consumer choice and its relationship to marketing. Consumer research incorporates perspectives from a spectrum of long-established sciences: psychology, economics and sociology. This Handbook strives to include this multitude of sources of thought, adding geography, neuroscience, ethics and behavioral ecology to this list. Encompassing scholars with a passion for researching consumers, this Handbook highlights important developments in consumer behavior research, including consumer culture, impulsivity and compulsiveness, ethics and behavioral ecology. It examines evolutionary and neuroscience perspectives as well as consumer choice. Undergraduate and postgraduate students and researchers in marketing with interests in consumer behavior will find this enriching resource invaluable. Contributors: P.J. Albanese, R. Belk, C.S. Craig, S.P. Douglas, G.R. Foxall, R.E. Goldsmith, L. Green, C.S. Gulas, D.A. Hantula, M. Hubert, U. Javed, P. Kenning, M. Linzmajer, L.L. Oliveira, K. Peattie, D. Ross, H. Timmermans, R.H. Tsiotsou, M.G. Weinberger, M.F. Weinberger, V.K. Wells, J. Wirtz, M. Yani-de-Soriano, S.Y. Yousafzai, J.L. ZaichkowskyTrade Review‘. . . this Handbook could be recommended for everybody willing to establish or deepen the knowledge in consumer behavior, discover potential research areas and understand challenges of future consumer research.’ -- TransferTable of ContentsContents: 1. Developments in Consumer Behaviour Gordon R. Foxall and Victoria K. Wells PART I: CONSUMER CULTURE 2. People and Things Russell Belk 3. Culture and Consumer Behavior: Contextual and Compositional Components C. Samuel Craig and Susan P. Douglas 4. The Role of Culture in Advertising Humor Marc G. Weinberger, Charles S. Gulas and Michelle F. Weinberger PART II: CONSUMERS IN CONTEXT 5. Retail and Spatial Consumer Behavior Harry Timmermans 6. Consumer Behavior in a Service Context Rodoula H. Tsiotsou and Jochen Wirtz 7. Researching the Unselfish Consumer Ken Peattie 8. New Developments in the Diffusion of Innovations Ronald E. Goldsmith PART III: CONSUMER IMPULSIVITY, COMPULSIVENESS AND BEYOND 9. Discounting and Impulsivity: Overview and Relevance to Consumer Choice Luís L. Oliveira and Leonard Green 10. Addictive, Impulsive and Other Counter-normative Consumption Don Ross 11. A Template Matching Technique of Personality Classification for the Study of Consumer Behavior: Case Study of Lois the Compulsive Buyer Paul J. Albanese PART IV: NEUROSCIENCE AND CONSUMER CHOICE 12. Consumer Neuroscience Peter Kenning, Mirja Hubert and Marc Linzmajer 13. The Role of Neurophysiology, Emotion and Contingency in the Explanation of Consumer Choice Gordon R. Foxall, Mirella Yani-de-Soriano, Shumaila Y. Yousafzai and Uzma Javed 14. Consumer Involvement: Review, Update and Links to Decision Neuroscience Judith Lynne Zaichkowsky PART V: CONSUMER BEHAVIOR IN EVOLUTIONARY PERSPECTIVE 15. Consumers are Foragers, Not Rational Actors: Towards a Behavioral Ecology of Consumer Choice Donald A. Hantula Index

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Book SynopsisThe Handbook of Research on International Advertising presents the latest thinking, experiences and results in a wide variety of areas in international advertising. It incorporates those visions and insights into areas that have seldom been touched in prior international advertising research, such as research in digital media, retrospective research, cultural psychology, and innovative methodologies. Forming a major reference tool, the Handbook provides comprehensive coverage of the area, including entries on: theoretical advances in international advertising research, culture and its impact on advertising effectiveness, online media strategy in global advertising, methodological issues in international advertising, effectiveness of specific creative techniques, global advertising agencies, international perspectives of corporate reputation, transnational trust, global consumer cultural positioning, and performance of integrated marketing communications, among others. Researchers, students and practitioners in the fields of marketing, advertising, communication, and media management will find this important and stimulating resource invaluable.Trade Review’An excellent book for international marketing scholars and advertising executives that focuses on the complexity of making advertising decisions in a global world. The contributors identify how international advertising perspectives are being transformed by such changes as the emergence of social media, rise of BRIC countries, and increasing concern for localization of advertising. Confident in predictions and bold in recommendations, this book is written with ambition, scope, and verve that sets it apart from the usual advertising books.’ - Subhash C. Jain, University of Connecticut, US ’Almost 50 of the leading researchers, teachers and thought leaders have come together to brilliantly cover the complex and evolving field of international advertising research. From culture to methodologies to the newest in digital approaches, international advertising research has never gotten as compete coverage as found in this one volume’. - Don E. Schultz, Northwestern University, USTable of ContentsContents: Foreword Preface PART I: LEADING THOUGHTS 1. Best Practices for Cross-Cultural Advertising Research: Are the Rules Being Followed? Charles R. Taylor and C. Luke Bowen 2. Understanding the Role of Culture in Advertising Wei-Na Lee and Jinnie Jinyoung Yoo 3. Adoption of Global Consumer Culture: The Road to Global Brands Ayşegül Özsomer PART II: CULTURE 4. Project GLOBE and Cross-cultural Advertising Research: Developing a Theory-driven Approach Narda R. Quigley, Mary Sully de Luque and Robert J. House 5. Typologies of Cultural Dimensions and their Applicability to International Advertising Ralf Terlutter, Sandra Diehl and Barbara Mueller 6. Culture and the Mind: Implications for Art, Design and Advertisement Takahiko Masuda, Huaitang Wang, Kenichi Ito and Sawa Senzaki PART III: RETROSPECTIVE 7. Advertising and Consumer Culture in Old Shanghai Russell Belk and Xin Zhao 8. Unearthing Insights into the Changing Nature of Japanese Advertising via the Grounded Theory Approach Shintaro Okazaki and Barbara Mueller 9. Twenty Years On – Retailer Advertising During and Since the Fall of the Soviet Union: Tallinna Kaubamaja, ‘Estonia’s Department Store’ Brent McKenzie PART IV: RESEARCH METHOD 10. International Advertising Research: Conceptual and Methodological Issues C. Samuel Craig and Susan P. Douglas 11. Sampling in International Advertising Research Louisa Ha 12. Using Partial Least Squares Path Modeling in Advertising Research: Basic Concepts and Recent Issues Jörg Henseler, Christian M. Ringle and Marko Sarstedt PART V: THE DIGITAL INFORMATION AGE 13. International Advertising Theory and Methodology in the Digital Information Age Carolyn A. Lin 14. Online Advertising: A Cross-Cultural Synthesis Yuping Liu-Thompkins 15. The Role of e-WOM in International Communication Salvador Ruiz, María Sicilia, Inés López and Manuela López PART VI: CROSS-CULTURAL COMPARISON 16. A Comparative Study of Corporate Reputation between China and Developed Western Countries Yang Zhang and Manfred Schwaiger 17. Probability Markers in Croatian and Belgian Advertisements and Tolerance for Ambiguity Ivana Bušljeta Banks and Patrick De Pelsmacker 18. Social Media Usage and Responses to Social Media Advertising in Emerging and Developed Economies Shu-Chuan Chu and Sara Kamal PART VII: SOCIAL INTERACTION 19. Raising the Golden Arches: Advertising’s Role in the Socialization of the World Jefferey K. Johnson and Carrie La Ferle 20. Transnational Trust in Advertising Media Martin Eisend and Silke Knoll 21. The Relation between Gender and Cultural Orientation and its Implications for Advertising Ashok K. Lalwani and Sharon Shavitt PART VIII: IMC AND THE GLOBAL MARKET 22. The Importance and Relevance of Integrated Marketing Communications: A Global Perspective Philip J. Kitchen and Marwa Tourky 23. Analysis of the Relationship between Advertisers and Advertising Agencies in the Global Market Hirokazu Takada, Makoto Mizuno and Ling Bith-Hong Index

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Book SynopsisRural tourism marketing is a subject that remains significantly under-researched. Gunjan Saxena seeks to encourage a fuller understanding of rural tourism marketing by uncovering the lived experiences and enterprise of different actor groups as they respond to the impact of tourism on their communities and cultural identities. Marketing Rural Tourism presents actor narratives to reveal nuances inherent in their practices and perceptions as they develop, support or oppose tourism in their locality. By focusing on actors' experience and enterprise involved in the ongoing production, consumption and marketing of rural landscapes for tourism, this book enables an insight into varied storylines that underlie the processes of place making. Academics in the area of marketing and tourism as well as development studies will appreciate the contribution this book will make to the wider marketing discourse that circulates about rural destinations. The book will also be a valuable resource to undergraduate students looking to incorporate fresh conceptual insights into their projects, as well as postgraduate students looking to apply newer approaches to conceptualising tourism or place marketing.Trade Review'This unique, challenging and thoroughly refreshing book offers a welcome new perspective on the marketing of rural tourism. Drawing on research in sometimes novel contexts around the world, it explores the stories and experiences of those who co-create the rural tourism experience - local residents, tourism businesses and tourists themselves - to provide a richly informed foundation for understanding how rural places may be better promoted for tourism. A fascinating read.' --Richard Sharpley, University of Central Lancashire, UK'Saxena offers a refreshingly innovative and critical take on rural tourism and marketing. Her provision of a novel conceptual lens to interrogate (and reject) the formulaic approaches that typify so many marketing campaigns, alongside original qualitative data, combine to provide a thoroughly stimulating read.' --Rhodri Thomas, Leeds Beckett University, UK'At a time when rural areas continue to face enormous socio-economic and environmental pressures, as well as the vagaries of tourism, this consequential volume is a judicious contribution to tourism studies. It provides an exceptionally comprehensive assessment of rural tourism marketing from a multi-stakeholder perspective and is global in its reach and appeal. Kudos to Saxena for providing an empirically compelling and conceptually robust masterpiece that efficaciously incorporates theoretical discourse and practical management implications.' --Dallen J. Timothy, Arizona State University, USTable of ContentsContents: Preface 1. Marketing Rural Tourism: Experience and Enterprise 2. Re-imagining Rurality 3. The Politics of Place Marketing 4. Rural Firms 5. Tourists in Rural Settings 6. Rural Residents and Tourism 7. Evaluating the Future References Index

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Book SynopsisWith a concise, yet comprehensive overview of the topic, Social Marketing and Behaviour Change features a review and analysis of the most validated models of behavior change, using case studies to illustrate these models in practice.Divided into nine sections, the authors and contributors of this unique book discuss in detail the functions of various models including: cognitive, conative, affective, social-cultural and multi-theory - along with consumer behavior decision and social change models.This visual and comprehensible multi-disciplinary book is accessible to professionals in a wide range of fields. In particular researchers and students in the field of social marketing will find the book an invaluable resource.Contributors: T. Aleti, W. Binney, B.J. Biroscak, B. Broome, L. Brennan, C.A. Bryant, A.H. Courtney, O. Daly, M. Devaney, C. Domegan, S. Duane, K.M. Ekström, M.-L. Fry, D. Gallegos, R. Hamilton, M. Howick, J. Joyce, M. Khaliq, R.C. Lefebvre, J.H. Lindenberger, A.B. Mayer, R.J. McDermott, P. McHugh, Z. McQuilten, D. Murphy, D. Nguyen, A.D. Panzera, L. Parker, M.J. Polonsky, J. Previte, A.M.N. Renzaho, R. Russell-Bennett, J. Scott, A.Shahriar Ferdous, M.A. Swanson, A.P. Wright, W. WymerTrade Review'This is essential reading for social marketing practitioners, researchers and students. The book describes a comprehensive range of behavior change theories of relevance to social marketing and is complemented with illustrative case studies to provide practical guidance on the use of the selected theories. I was amazed by its breadth and scope. Highly recommended reading.' --Michael Rothschild, University of Wisconsin, MadisonTable of ContentsContents: Acknowledgments 1. Introduction PART I: THEORIES AND THEIR USES IN SOCIAL MARKETING 2. Theories and Their Uses in Social Marketing Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen PART II: RATIONAL – ECONOMIC MODELS (COGNITIVE MODELS) 3. Rational Economic Models (Cognitive Models) Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen 4. Case study: Using the Theory of Planned Behaviour to Assess Blood Donation Intentions amongst African Migrants in Australia Ahmed Shahriar Ferdous, Michael Jay Polonsky, Zoe McQuilten and Andre M. N. Renzaho 5. Rational Economic Models (Cognitive Models) Summary PART III: BEHAVIOURAL MODELS (CONATIVE MODELS) 6. Behavioural Models (Conative Models) Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen 7. Case study: Using Social Cognitive Theory and Social Support Coping Theory to Improve Breastfeeding Duration Rates: MumBubConnect Rebekah Russell-Bennett, Danielle Gallegos, Josephine Previte and Robyn Hamilton 8. Behavioural (Conative Models) Models Summary PART IV: EMOTIONAL MODELS (AFFECTIVE MODELS) 9. Emotional Models (Affective Models) Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen 10. Case study: Hello Sunday Morning!: Towards ‘Practices’ of Responsible Drinking Marie-Louise Fry 11. Emotional Models (Affective Models) Summary PART V: SOCIO-CULTURAL ECOLOGICAL MODELS 12. Socio-cultural Ecological Models Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen 13. Case Study: Micro-meso-level Theory – Consumer Socialization and Consumption of Clothes Karin M. Ekström 14. Case Study: Meso-Macro Level Theory – DrinkWise: Investing in Generational Social Change Josephine Previte, Linda Brennan and John Scott 15. Socio-cultural Ecological Models Summary PART VI: MULTI-THEORY MODELS 16. Multi-theory Models Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen 17. Case Study: ‘Greenwich Get Active’ – Mobilising a Whole Community to Get Active Matt Howick 18. Case Study: Waves of Change – Collaborative Design for Tomorrow’s World Christine Domegan, Patricia McHugh, Michelle Devaney, Sinead Duane, John Joyce, Olivia Daly, David Murphy, Michael Hogan and Benjamin Broome 19. Multi-theory Models Summary PART VII: ‘BUYING’ OR ‘CONSUMER’ BEHAVIOUR DECISION MODELS 20. ‘Buying’ or ‘Consumer’ Behaviour Decision Models Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen 21. Case Study: Which Theory is More Effective for Predicting Hotel Guest Participation in Towel and Linen Reuse Programs, Social Influence Theory or Attribution Theory? Walter Wymer 22. ‘Buying’ or ‘Consumer’ Behaviour Theories Summary PART VIII: SOCIAL CHANGE MODELS IN SOCIAL MARKETING 23. Social Change Models in Social Marketing Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen 24. Case Study: A Social Marketing Approach for Increasing Community Coalitions’ Adoption of Evidence-Based Policy Alyssa B. Mayer, R. Craig Lefebvre, Robert J. McDermott, Carol A. Bryant, Anita H. Courtney, James H. Lindenberger, Mark A. Swanson, Anthony D. Panzera, Mahmooda Khaliq, Brian J. Biroscak and Ashton P. Wright 25. Social Change Models in Social Marketing Summary PART IX: SOCIAL MARKETING AND BEHAVIOUR CHANGE: WHERE TO FROM HERE? 26. Social Marketing and Behaviour Change: Where to From Here? Linda Brennan, Wayne Binney, Lukas Parker, Torgeir Aleti and Dang Nguyen Index

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Book SynopsisEd McQuarrie has been a leading light among sociological consumer researchers for a long time, his research devoted to deep and interdisciplinary exploration. This book is a much-needed development of the vast new terrain of consumers' online behaviors. From megaphone effects to soapbox imperatives, from Bourdieu to Goffman, cultural capital to trust, McQuarrie builds on his prior work to provide exciting new thinking to help us understand the radical and important changes that the Internet continues to spur. Highly recommended!'- Robert Kozinets, York University, CanadaIt's a new world online, where consumers can publish their writing and gain a public presence, even a mass audience. This book links together blogging, writing reviews for Yelp, and creating pinboards for Pinterest, all of which provide ordinary people the opportunity to display their tastes to strangers. Edward McQuarrie shows how the operation of taste in consumption has been changed by the Internet and offers a fresh perspective on why websites like Yelp and Pinterest have become so successful.Drawing on Bourdieu and Campbell to support his thesis, Edward McQuarrie uncovers what is new online by:- presenting a sociological perspective on what consumers do online and contrasting it to more familiar economic, psychological and ethnographic views- reinterpreting Bourdieu s idea of cultural capital to understand the success of fashion bloggers- showing how the meaning of taste and what it means to dress fashionably have changed with the Web- explaining why online reviews cannot be considered word-of-mouth and therefore cannot be understood using that idea- examining why Pinterest is so attractive to female consumers while relating Pinterest to Walter Benjamin's ideas about how mechanical reproduction changes the meaning of art.This book will be valuable to students and scholars interested in consumer research, marketing, and sociology, specifically those who seek an alternative to purely psychological and economic explanations for what consumers do online.Trade Review‘McQuarrie explores online consumer behavior from the perspective of a sociologist. His book is a theoretical, philosophical, and at times whimsical collection of essays. McQuarrie's work includes approaches to marketing research as well as marketing rhetoric and semiotics. He offers this multifaceted, thoroughly academic look at a phenomenon of still-growing importance that has had little investigation from a sociological perspective. Summing Up: Recommended.’ -- D. Aron, Choice‘Ed McQuarrie has been a leading light among sociological consumer researchers for a long time, his research devoted to deep and interdisciplinary exploration. This book is a much-needed development of the vast new terrain of consumers' online behaviors. From megaphone effects to soapbox imperatives, from Bourdieu to Goffman, cultural capital to trust, McQuarrie builds on his prior work to provide exciting new thinking to help us understand the radical and important changes that the Internet continues to spur. Highly recommended!’ -- Robert Kozinets, York University, CanadaTable of ContentsContents: 1. Introduction 2. Prelude: The Borg 3. Essay One: Blogs and the Megaphone Effect 4. Interlude: From Cultural Capital to Social Formation 5. Essay Two: Yelp and the Soapbox Imperative 6. Interlude: From Gaining a Public to Going Public 7. Essay Three: Pinterest –To Make Public the Private 8. Epilogue: The Borg Redux 9. References 10. Appendices 11. Author Notes Index

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Book SynopsisThe Handbook of Marketing Analytics showcases analytical marketing methods and their high-impact real-life applications in marketing management, public policy, and litigation support. Fourteen methods chapters present an overview of specific marketing analytic methods in technical detail while twenty-two case studies present thorough examples of the use of each method.The contributors featured are recognized authorities in their fields. Multidisciplinary in scope this Handbook covers experimental methods, non-experimental methods, and their digital-era extensions. It explores topics such as Classical and Bayesian econometrics, Causality, Machine learning, Optimization, and recent advancements in Conjoint Analysis.This standout collection of analytical methods and application will be useful and educational for all readers, whether they are academics or practitioners in marketing, public policy, or litigation.Contributors include: M. Akemann, S. Albers, P. Albuquerque, G.M. Allenby, V. Altuglu, A.N. Angulo, A. Ansari, L. Ash, M. Bakker, R. Befurt, T.C. Borek, D. Borrego, B.J. Bronnenberg, Z. Chance, P.K. Chintagunta, M.G. Dekimpe, R. Dhar, D. Dzyabura, R.K. Fair, D.G. Fiebig, M. Fischer, A. Goldfarb, N.J. Goldstein, R. Guha, D.M. Hanssens, M. Hatzis, J.R. Howell, K. Huskey, R. Jacobson, D. Iacobucci, I. Ionova, S. Iyer, V.K. Kanuri, A. Lambrecht, A.Y. Lee, D.R. Lehmann, Y. Li, L. Ma, M.K. Mantrala, N. Mizik, L. O'Laughlin, D. Onul, A. Oza, K. Pauwels, E. Pavlov, K.I. Powers, V.R. Rao, R. Reed-Arthurs, D.M. Ringel, J. Roberts, P.E. Rossi, R. Schwabe, J. Silva-Risso, B. Skiera, J.H. Steckel, O. Toubia, M. Trusov, C. Tucker, A.M. Tybout, K. Wertenbroch, A.G. White, S. Woodhouse, H. Yoganarasimhan, J.D. ZonaTrade ReviewHandbook of Marketing Analytics is a very useful reference for the litigator wishing to gain greater expertise and insight into available tools for prosecuting and defending many types of commercial litigation. The technical chapters have gentle takeoffs that allow the nonspecialist reader to build a working knowledge of the techniques described. The case study chapters are what really set the book apart for those whose matrix algebra is rusty, enabling the non-technical attorney or lay reader to see vividly how the techniques can be deployed. This will be an essential item on the shelf of any litigator who deals regularly with advanced analytics in marketing and related areas.' --August Horvath, Kelley Drye & Warren LLP'Over the course of their storied careers, Mizik and Hanssens have helped quantify one of the most elusive of concepts: how marketing creates enterprise value. The Handbook of Marketing Analytics teaches practitioners not only how to explain the impact of marketing investment on firm performance, but also its growing application to guiding public policy and even assisting in litigation. Expertly crafted, with practical takeaways drawn on case studies and interviews with marketing analytics experts, this book is a must-read for any marketer, advertiser or reader fascinated with discovering the unseen leverage in marketing and creativity.' --John Gerzema, Bestselling Author and CEO of Harris Insights & Analytics/The Harris Poll, US'Ever since I published Marketing Decision Making and Marketing Models, I have been wanting to see a superb collection of marketing analytics chapters and cases in one book. The Handbook of Marketing Analytics has finally arrived and it is a treasure.' --Philip Kotler, Northwestern University, USTable of ContentsContents: Introduction Natalie Mizik and Dominique M. Hanssens Methods Chapters Part I Experimental Designs 1. Laboratory Experimentation in Marketing Angela Y. Lee and Alice M. Tybout 2. Field Experiments Anja Lambrecht and Catherine E. Tucker 3. Conjoint Analysis Olivier Toubia Part II Classical Econometrics 4. Time-Series Models of Short-Run and Long-Run Marketing Impact Marnik G. Dekimpe and Dominique M. Hanssens 5. Panel Data Methods in Marketing Research Natalie Mizik and Eugene Pavlov 6. Causal Inference in Marketing Applications Peter E. Rossi Part III Discrete Choice Modeling 7. Modeling Choice Processes in Marketing John Roberts and Denzil G. Fiebig 8. Bayesian Econometrics Greg M. Allenby and Peter E. Rossi 9. Structural Models in Marketing Pradeep K. Chintagunta Part IV Latent Structure Analysis 10. Multivariate statistical analyses: Cluster analysis, factor analysis, and multidimensional scaling Dawn Iacobucci Part V Machine Learning and Big Data 11. Machine Learning and Marketing Daria Dzyabura and Hema Yoganarasimhan 12. Big Data Analytics Asim Ansari and Yang Li Part VI Generalizations and Optimizations 13. Meta Analysis in Marketing Donald R. Lehmann 14. Marketing Optimization Methods Murali K. Mantrala and Vamsi K. Kanuri Case Studies and Applications Part VII Case Studies and Applications in Marketing Management 15. Industry Applications of Conjoint Analysis Vithala R. Rao 16. How time series econometrics helped Inofec quantify online and offline funnel progression and reallocate marketing budgets for higher profits Koen Pauwels 17. Panel Data Models for Evaluating the Effectiveness of Direct-to-Physician Pharmaceutical Marketing Activities Natalie Mizik and Robert Jacobson 18. A Nested Logit Model for Product and Transaction-Type Choice Planning Automakers’ Pricing and Promotions Jorge Silva-Risso, Deirdre Borrego and Irina Ionova 19. Visualizing Asymmetric Competitive Market Structure in Large Markets Daniel M. Ringel and Bernd Skiera 20. User Profiling in Display Advertising Michael Trusov and Liye Ma 21. Dynamic Optimization for Marketing Budget Allocation at Bayer Marc Fischer and Sönke Albers Part VIII Case Studies and Applications in Public Policy 22. Consumer (Mis)Behavior and Public Policy Intervention Klaus Wertenbroch 23. Nudging Healthy Choices with the 4Ps Framework for Behavior Change Zoë Chance, Ravi Dhar, Michelle Hatzis, Michiel Bakker, Kim Huskey and Lydia Ash 24. Field Experimentation: Promoting Environmentally Friendly Consumer Behavior Noah J. Goldstein and Ashley N. Angulo 25. Regulation and Online Advertising Markets Avi Goldfarb 26. Measuring the Long-Term Effects of Public Policy: The Case of Narcotics Use and Property Crime Keiko I. Powers 27. Applying Structural Models in a Public Policy Context Paulo Albuquerque and Bart J. Bronnenberg Part IX Case Studies and Applications in Litigation Support 28. Avoiding Bias: Ensuring Validity and Admissibility of Survey Evidence in Litigations Rebecca Kirk Fair and Laura O’Laughlin 29. Experiments in Litigation Joel H. Steckel 30. Conjoint Analysis in Litigation Sean Iyer 31. Conjoint Analysis: Applications in Antitrust Litigation Michael P. Akemann and Rebecca Reed-Arthurs and J. Douglas Zona 32. Feature Valuation Using Equilibrium Conjoint Analysis John R. Howell, Greg M. Allenby and Peter E. Rossi 33. Regression Analysis to Evaluate Harm in a Breach of Contract Case: The Citri-Lite Company, Inc., Plaintiff v. Cott Beverages, Inc., Defendant Rahul Guha, Darius Onul and Sally Woodhouse 34. Consumer Surveys in Trademark Infringement Litigation: FIJI vs. VITI Case Study T. Christopher Borek and Anjali Oza 35. Survey Evidence to Evaluate a Marketing Claim: Skye Astiana, Plaintiff v. Ben & Jerry’s Homemade, Inc., Defendant Alan G. White and Rene Befurt 36. Machine Learning in Litigation Vildan Altuglu and Rainer Schwabe Index

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Book SynopsisElgar Advanced Introductions are stimulating and thoughtful introductions to major fields in the social sciences and law, expertly written by the world's leading scholars. Designed to be accessible yet rigorous, they offer concise and lucid surveys of the substantive and policy issues associated with discrete subject areas. This concise introduction presents a rigorous analysis of consumer choice from the perspective of consumer behavior analysis. Gordon Foxall provides a deeper understanding of what consumers actually buy and the nature of the utility that shapes and maintains patterns of consumption. Key features include: a revolutionary new approach to understanding consumer behavior a novel synthesis of behavioral psychology, behavioral economics, and marketing science a new model of consumer choice, the Behavioral Perspective Model, that is comprehensively supported by empirical research addresses more extreme behaviors such as compulsive purchasing and addiction. Unique and authoritative, this work will prove a valuable resource for students and scholars of consumer behavior and marketing, social and behavioral science, micro-economics, economic psychology and behavioral economics. Marketing managers will also be interested in its approach to consumer research, with its innovative consequences for marketing management.Trade Review'Amidst a precise and friendly exposition, Foxall presents his brilliant research program, based upon a behavioral model that integrates the soundest and most promising scientific approaches to consumer behavior, namely, behavioral psychology, marketing science and behavioral economics. The book bestows the reader with conceptual and empirical tools to interpret and explain consumer choices in natural settings, coherently exploring emotions, temporal discounting, demand sensitivity, utility maximization and neurophysiological events. Magnificent intellectual work carried out with rare philosophical and academic consistency.' --Jorge M. Oliveira-Castro, University of Brasilia, Brazil'Consumer behavior is shaped by its context and consequences. This book is a critical and valuable introduction to recent developments in consumer behavior analysis, written by a leading scholar. Professor Foxall has extended the domain of behavioral psychology and its relevance to marketing science and economics, in an interdisciplinary manner that only he is capable of achieving. The current ''technology/data revolution'' demands a focus on environmental-behaviour interaction.' --Valdimar Sigurdsson, Reykjavik University, IcelandTable of ContentsContents: Preface 1. What consumer behavior analysis is 2. Consumer choice in behavioral perspective 3. Interpretations of consumer choice 4. Consumer brand choice 5. Matching: choice as behavior 6. Maximizing: the import of pattern of reinforcement 7. The temporal dimension Index

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Book SynopsisElgar Advanced Introductions are stimulating and thoughtful introductions to major fields in the social sciences and law, expertly written by the world's leading scholars. Designed to be accessible yet rigorous, they offer concise and lucid surveys of the substantive and policy issues associated with discrete subject areas. This concise introduction presents a rigorous analysis of consumer choice from the perspective of consumer behavior analysis. Gordon Foxall provides a deeper understanding of what consumers actually buy and the nature of the utility that shapes and maintains patterns of consumption. Key features include: a revolutionary new approach to understanding consumer behavior a novel synthesis of behavioral psychology, behavioral economics, and marketing science a new model of consumer choice, the Behavioral Perspective Model, that is comprehensively supported by empirical research addresses more extreme behaviors such as compulsive purchasing and addiction. Unique and authoritative, this work will prove a valuable resource for students and scholars of consumer behavior and marketing, social and behavioral science, micro-economics, economic psychology and behavioral economics. Marketing managers will also be interested in its approach to consumer research, with its innovative consequences for marketing management.Trade Review'Amidst a precise and friendly exposition, Foxall presents his brilliant research program, based upon a behavioral model that integrates the soundest and most promising scientific approaches to consumer behavior, namely, behavioral psychology, marketing science and behavioral economics. The book bestows the reader with conceptual and empirical tools to interpret and explain consumer choices in natural settings, coherently exploring emotions, temporal discounting, demand sensitivity, utility maximization and neurophysiological events. Magnificent intellectual work carried out with rare philosophical and academic consistency.' --Jorge M. Oliveira-Castro, University of Brasilia, Brazil'Consumer behavior is shaped by its context and consequences. This book is a critical and valuable introduction to recent developments in consumer behavior analysis, written by a leading scholar. Professor Foxall has extended the domain of behavioral psychology and its relevance to marketing science and economics, in an interdisciplinary manner that only he is capable of achieving. The current ''technology/data revolution'' demands a focus on environmental-behaviour interaction.' --Valdimar Sigurdsson, Reykjavik University, IcelandTable of ContentsContents: Preface 1. What consumer behavior analysis is 2. Consumer choice in behavioral perspective 3. Interpretations of consumer choice 4. Consumer brand choice 5. Matching: choice as behavior 6. Maximizing: the import of pattern of reinforcement 7. The temporal dimension Index

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Book SynopsisNew products are the major driver of revenue growth in today's dynamic business environment. In this Handbook, the world's foremost experts on new product development bring together the latest thinking on this vitally important topic. These thought-leading authors organize knowledge into useful and insightful frameworks, covering all aspects of new product development: companies, collaborators, customers, context, markets, and performance. The contributors delve into a broad range of topics, covering each one deeply and comprehensively. Careful attention to the development of these topics make it a fantastic single-source reference for state-of-the-art knowledge on new product development, including comprehensive sets of questions and discussion topics to inspire future research.Managers will benefit from the Handbook by expanding their knowledge of new product development, and for researchers, the book provides a comprehensive look at the current research, as well as offering opportunities to continue expanding on this body of knowledge.Contributors include: A.M. Baker, B.L. Bayus, S. Bharadwaj, D. Boyd, R.J. Calantone, G. Challagalla, D. Chandrasekaran, G. Colarelli O'Connor, R.G. Cooper, C.A. Di Benedetto, N. Donthu, E. Fang, G.J. Fisher, N.Z. Foutz, N. Franke, E. Genc, J. Goldenberg, P.N. Golder, D.A. Griffith, E. Keko, V. Kuppuswamy, D. Mitra, C. Moorman, C.P. Moreau, H. Nguyen, J.C. Prabhu, G.J. Prevo, N. Ramani, V.R. Rao, S.M. Shugan, R. Srinivasan, S. Stremersch, G.J. Tellis, L.H. Vincent, E. von Hippel, S. Wies, G. Yalcinkaya, E. YinTrade Review'This book does an excellent job of summarizing what is known, and importantly what needs to be known, about new product development. Covering topics ranging from idea generation to predicting market-place performance, it is a valuable resource for anyone who wants to be current in this area.' --Donald Lehmann, Columbia University, US'Peter Drucker said ''Business has only two functions - marketing and innovation.'' Imagine a collection of the latest thinking on the intersection of those two functions, leading to effective new product development. Golder and Mitra have produced such a collection, with contributions by just the right authors on just the right topics. Researchers should consult this Handbook when choosing research topics. Educators should consult this Handbook for material to share with their students. And managers should consult this Handbook so they can apply the latest thinking to their innovation efforts. An instant classic!' --Gary L. Lilien, Penn State University, USTable of ContentsContents: PART I Introduction and Overview 1. New Product Development Research: Consolidating the Present and Guiding the Future Peter N. Golder and Debanjan Mitra PART II Idea Generation 2. Taming the Creative Spark: Insights from research on creativity in new product development Drew Boyd and Jacob Goldenberg 3. The What, Who and How of Innovation Generation Elio Keko, Gert Jan Prevo and Stefan Stremersch 4. Customer-Driven Innovation: A Conceptual Typology, Review of Theoretical Perspectives, and Future Research Directions Gregory J. Fisher and Eric (Er) Fang 5. The Paradigm Shift from Producer to Consumer Innovation: Implications for Consumer Research C. Page Moreau, Nikolaus Franke and Eric von Hippel 6. Institutionalizing an Innovation Function: Moving Beyond the Champion Gina Colarelli O’Connor PART III Market Analysis 7. Digital Multisided Platforms: An Innovation Research Agenda Raji Srinivasan and Nandini Ramani 8. Innovation in China and India Eden Yin and Jaideep C. Prabhu PART IV Product Design and Development 9. The State of New Product Design and Forecasting Research: Recent Developments and Future Directions Natasha Zhang Foutz and Vithala R. Rao 10. Strategic Use of Product Enhancements: Upgrades, Add-ons, Extras, and Accessories Steven M. Shugan 11. Sustainable New Product Development Ebru Genç and C. Anthony Di Benedetto 12. Open Innovation in the Brand Management Context Roger J. Calantone and Hang T. Nguyen PART V Commercialization 13. Global Product Launch: A Perspective on Past, Present and Future Research David A. Griffith and Goksel Yalcinkaya PART VI Market Outcomes 14. A Summary and Review of New Product Diffusion Models and Key Findings Deepa Chandrasekaran and Gerard J. Tellis 15. Word-of-Mouth Processes in Marketing New Products: Recent Research and Future Opportunities Andrew M. Baker and Naveen Donthu 16. Firm Innovation and the Stock Market Simone Wies and Christine Moorman 17. A Review of Crowdfunding Research and Findings Venkat Kuppuswamy and Barry L. Bayus 18. Antecedents, Consequences, and the Mediating Role of Innovation: Empirical Generalizations Leslie H. Vincent, Sundar G. Bharadwaj and Goutam Challagalla 19. Best Practices and Success Drivers in New Product Development Robert G. Cooper Index

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Book SynopsisNew products are the major driver of revenue growth in today's dynamic business environment. In this Handbook, the world's foremost experts on new product development bring together the latest thinking on this vitally important topic. These thought-leading authors organize knowledge into useful and insightful frameworks, covering all aspects of new product development: companies, collaborators, customers, context, markets, and performance. The contributors delve into a broad range of topics, covering each one deeply and comprehensively. Careful attention to the development of these topics make it a fantastic single-source reference for state-of-the-art knowledge on new product development, including comprehensive sets of questions and discussion topics to inspire future research.Managers will benefit from the Handbook by expanding their knowledge of new product development, and for researchers, the book provides a comprehensive look at the current research, as well as offering opportunities to continue expanding on this body of knowledge.Contributors include: A.M. Baker, B.L. Bayus, S. Bharadwaj, D. Boyd, R.J. Calantone, G. Challagalla, D. Chandrasekaran, G. Colarelli O'Connor, R.G. Cooper, C.A. Di Benedetto, N. Donthu, E. Fang, G.J. Fisher, N.Z. Foutz, N. Franke, E. Genc, J. Goldenberg, P.N. Golder, D.A. Griffith, E. Keko, V. Kuppuswamy, D. Mitra, C. Moorman, C.P. Moreau, H. Nguyen, J.C. Prabhu, G.J. Prevo, N. Ramani, V.R. Rao, S.M. Shugan, R. Srinivasan, S. Stremersch, G.J. Tellis, L.H. Vincent, E. von Hippel, S. Wies, G. Yalcinkaya, E. YinTrade Review'This book does an excellent job of summarizing what is known, and importantly what needs to be known, about new product development. Covering topics ranging from idea generation to predicting market-place performance, it is a valuable resource for anyone who wants to be current in this area.' --Donald Lehmann, Columbia University, US'Peter Drucker said ''Business has only two functions - marketing and innovation.'' Imagine a collection of the latest thinking on the intersection of those two functions, leading to effective new product development. Golder and Mitra have produced such a collection, with contributions by just the right authors on just the right topics. Researchers should consult this Handbook when choosing research topics. Educators should consult this Handbook for material to share with their students. And managers should consult this Handbook so they can apply the latest thinking to their innovation efforts. An instant classic!' --Gary L. Lilien, Penn State University, USTable of ContentsContents: PART I Introduction and Overview 1. New Product Development Research: Consolidating the Present and Guiding the Future Peter N. Golder and Debanjan Mitra PART II Idea Generation 2. Taming the Creative Spark: Insights from research on creativity in new product development Drew Boyd and Jacob Goldenberg 3. The What, Who and How of Innovation Generation Elio Keko, Gert Jan Prevo and Stefan Stremersch 4. Customer-Driven Innovation: A Conceptual Typology, Review of Theoretical Perspectives, and Future Research Directions Gregory J. Fisher and Eric (Er) Fang 5. The Paradigm Shift from Producer to Consumer Innovation: Implications for Consumer Research C. Page Moreau, Nikolaus Franke and Eric von Hippel 6. Institutionalizing an Innovation Function: Moving Beyond the Champion Gina Colarelli O’Connor PART III Market Analysis 7. Digital Multisided Platforms: An Innovation Research Agenda Raji Srinivasan and Nandini Ramani 8. Innovation in China and India Eden Yin and Jaideep C. Prabhu PART IV Product Design and Development 9. The State of New Product Design and Forecasting Research: Recent Developments and Future Directions Natasha Zhang Foutz and Vithala R. Rao 10. Strategic Use of Product Enhancements: Upgrades, Add-ons, Extras, and Accessories Steven M. Shugan 11. Sustainable New Product Development Ebru Genç and C. Anthony Di Benedetto 12. Open Innovation in the Brand Management Context Roger J. Calantone and Hang T. Nguyen PART V Commercialization 13. Global Product Launch: A Perspective on Past, Present and Future Research David A. Griffith and Goksel Yalcinkaya PART VI Market Outcomes 14. A Summary and Review of New Product Diffusion Models and Key Findings Deepa Chandrasekaran and Gerard J. Tellis 15. Word-of-Mouth Processes in Marketing New Products: Recent Research and Future Opportunities Andrew M. Baker and Naveen Donthu 16. Firm Innovation and the Stock Market Simone Wies and Christine Moorman 17. A Review of Crowdfunding Research and Findings Venkat Kuppuswamy and Barry L. Bayus 18. Antecedents, Consequences, and the Mediating Role of Innovation: Empirical Generalizations Leslie H. Vincent, Sundar G. Bharadwaj and Goutam Challagalla 19. Best Practices and Success Drivers in New Product Development Robert G. Cooper Index

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Book SynopsisNew Methods of Market Research and Analysis prepares readers for the new reality posed by big data and marketing analytics. While connecting to traditional research approaches such as surveys and focus groups, this book shows how new technologies and new analytical capabilities are rapidly changing the way marketers obtain and process their information. In particular, the prevalence of big data systems always monitoring key performance indicators, trends toward more research using observation or observation and communication together, new technologies such as mobile, apps, geo-locators, and others, as well as the deep analytics allowed by cheap data processing and storage are all covered and placed in context. Scott Erickson goes beyond the buzzwords to provide relevant explanations of the meaning and impact of both big data and analytics, placing them in context with traditional marketing research. His engaging subject matter focuses on the practical aspects of big data concepts, precisely defining and illustrating key concepts and providing illuminating real world examples. This approachable style enables marketers to understand what data scientists are doing with big data systems and analytics, giving them a taste of the capabilities of contemporary statistical software and its practical applications.This book can be used as a supplement to a traditional marketing research text or on its own. It will serve as a key reference for graduate students and advanced undergraduates in marketing research, marketing analytics, or business intelligence courses as well as marketing professionals looking to stay up to date with current trends and have them explained in a context they understand.Trade Review'This is a wonderfully well-written, highly readable, book that covers the rapidly changing and increasingly complex landscape of data-driven marketing in depth. The distance traveled from ''Mad Men-esque'' focus groups to sophisticated inferential analyses of vast data arrays is very well captured. Erickson's use of real-life, and very current, examples, to frame critical issues and explain key concepts and details is remarkable. The reader often feels as if he/she is virtual member of a marketing analytics workgroup working on problems for firms like Tesco, Bloomberg, Lego, LiveAnalytics, Amazon, and others.' --Charles R. Christian, former Director of Employee Analytics, Johnson & JohnsonTable of ContentsContents: 1. Big Data and Marketing Analytics 2. Exploratory Research Design 3. Descriptive Research Design 4. Causal Research Design 5. Other Topics in Research and Analytics 6. Analytics 1: Big Data 7. Analytics 2: Marketing Analytics Index

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Book Synopsis'A must-read for any marketer, be it a curious researcher, entry level manager or senior leader. Chapters in this book offer the right amount of theory and practical implications on how to infuse customer centricity into an organization by making systematic changes to organizational design, strategy, offerings, and capabilities.' - Shrihari Sridhar, Texas A&M University, US 'This would be the first book to purchase if you want to get out of functional silos and build a truly customer-centric organization. This book illustrates that customer centricity is not confined with CRM or segmentation tactics, but rather it requires a major paradigm shift in every aspect of marketing strategy and business operations.' - Steve Samaha, Wells Fargo Bank, US 'The world's renowned scholars in marketing strategy offer very thorough coverage of customer centricity. Each chapter complements the others and shares applicable and deep knowledge regarding how firms should transform the entire organization, from cultures and human capital to structures, to better serve customers.' - Mark B. Houston, Texas Christian University, US 'This book is a comprehensive reference for scholars conducing customer-centricity research. Leading academics illustrate a theoretical framework and empirical insights on how to embrace customer centricity. Executives will find a treasure trove of actionable insights for their companies.' - Vikas Mittal, Rice University, US 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. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm's internal architecture, strategy, capabilities, and offerings with external customers. This philosophy means that to be truly customer-centric, firms need to make multilevel transformations in internal architecture and organizational design, including leadership, metrics, incentives, structure, processes, and systems. These reorganizations are often accompanied by reshaped relational strategies, such as customer loyalty programs and marketing channel strategies that make customer centricity a reality. These changes also need to be backed by reconfigurations of brand and technological capabilities, as manifested in healthy customer-centric brands and in technology systems and skills that enable customer centricity at scale. The contributors to this book provide current thinking and cutting-edge research to further scholars' understanding of this key concept in marketing. Academics teaching or researching customer centricity, consultants implementing customer centricity and managers directly implementing customer centricity in their organizations will come to rely on the Handbook of Customer Centricity. Marketing associations, industry associations and local and university libraries will find the insights within offer critical reflection on the key features of customer centricity and the detailed roadmap to achieve it.Trade Review'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 clearly defining the organizational structures, relationships, branding and technology needed. I highly recommend it-no other book comes close to its wisdom and direction.' --Valarie Zeithaml, University of North Carolina at Chapel Hill, US'Being customer centric involves having the customer's best interests at heart. It represents one of the most significant reorientations happening in marketing today. This outstanding collection of essays about a powerful concept truly has the reader's best interests at heart. It is thought provoking while chock full of practical guidance. An absolute must read for anyone in the discipline.' --Gerald Zaltman, Olson Zaltman Associates, US'In this Handbook, Palmatier, Moorman, and Lee offer us nothing short of the latest and best thinking on one of the most critical and difficult challenges organizations face today-how to increase your odds of success by winning with customers. For managers and scholars alike, this Handbook offers rich insights that will shape our thinking for years. A gem!' --Gregory Carpenter, Northwestern University, USTable of ContentsContents: 1. Introduction to the Handbook on Customer Centricity Robert W. Palmatier, Christine Moorman, and Ju-Yeon Lee PART I Organizational Design Perspectives on Customer Centricity 2. Customer Centricity: A Multi-Year Journey Ajay K. Kohli, Bernie J. Jaworski, and Nabil Shabshab 3. Market-Oriented Culture and Customer Feedback Processes Neil A. Morgan, Bruce H. Clark, and Douglas W. Vorhies 4. Service Innovation from the Frontlines in Customer-Centric Organizations Ozlem Ozkok, Jagdip Singh, Kwanghui Lim and Simon J. Bell 5. Designing Customer-Centric Organization Structures: Toward the Fluid Marketing Organization Ju-Yeon Lee and George S. Day 6. Customer-Centric Sales Organizations Park Thaichon and Scott Weaven PART II Relational Perspectives on Customer Centricity 7. Customer-centric Marketing: What, How, and Why Do Customer Habits Matter? Denish Shah and Ayan Ghosh Dastidar 8. Designing and Effectively Managing Customer-Centric Loyalty Programs J. Andrew Petersen, Rajkumar Venkatesan and Farnoosh Khodakarami 9. Building Customer-Centric Marketing Channel Relationships: A Model of Reseller Motivation and Control David I. Gilliland and Stephen K. Kim 10. Customer Centricity and Customer Co-creation in Services: The Double-Edged Effects Chi Kin (Bennett) Yim, Kimmy Wa Chan, Caleb H. Tse, and Fine F. Leung PART III Branding and Technology Perspectives on Customer Centricity 11. Infusing Brands and Branding into Customer Centricity Kevin Lane Keller 12. Customer Centricity and the Impact of Technology P.K. Kannan and Xian Gu 13. Enhancing Customer Centricity via 3D Printing Aric Rindfleisch and Subin Im Index

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Book SynopsisCustomer engagement is now a critical research priority in contemporary marketing. In this Handbook, a cadre of international scholars offer an overview of current research on this rapidly growing field of study. Providing vital insights into current theoretical and practical treatments of customer engagement, chapters engage with a broad cross-section of state-of-the-art research. Covering the importance of customer engagement in broader marketing practices, conceptual relationships, organizational performance and networks, this Handbook grapples with both conceptual and empirical research to offer insight into current and rapidly emerging research issues. Featuring a broad theoretical scope, this Handbook attends to a rapidly growing international community of researchers in customer engagement. Scholars from related fields, including management, economics and sociology will also benefit from the range of applications of customer engagement research. This book is also crucial for marketing managers looking to improve and refine marketing environments. Contributors include: T.L. Baker, S.E. Beatty, R.N. Bolton, K. Burns, B.J. Calder, J.D. Chandler, D. Chasanidou, C. Costley, D. Cox, K. de Ruyter, L. Dessart, M. Ehret, A. Fjuk, P.W. Fombelle, D. Grewal, C. Gurau, K.L. Hall, W. Hammedi, M. Hammerschmidt, B. Henkens, L.D. Hollebeek, A. Hyder, J.U. Islam, I. Jain, L.W. Johnson, K. Johnston, A. Karahasanovi , C. Kazanis, D.I. Keeling, S.J. Kim, V. Kumar, C.R. Lages, A. Lane, C. Leckie, T. LeClercq, S. Leroi-Werelds, K. Macky, E.C. Malthouse, J. Marbach, E. Maslowska, J. Napoli, D. Novikova, M. Nyadzayo, R. Ouschan, V. Pitardi, I. Poncin, N. Puccinelli, Z. Rahman, N.B. Razavi, O. Regalado-Pezúa, A.L. Roggeveen, B. Runnalls, T.P. Scholdra, E.B. Schweiger, N. Sivertstol, D.E. Sprott, S. Streukens, T. Taguchi, J. Turkington, S. Tuzovic, A. van Riel, K. Verleye, N. Vijverman, V. Viswanathan, S.D. Vivek, C.M. Voorhees, W.H. Weiger, J. WirtzTrade Review'This is an excellent compilation of perspectives and empirical insight on customer engagement from a global list of scholars. The chapters provide insight into the psychological and sociological theories underlying consumer engagement. They are relevant to both practicing managers as they design effect customer engagement marketing initiatives and academic researchers as they work to understand this new and emerging phenomenon. It is an interesting read on a topic that continues to gain importance in marketing strategy.' --Colleen M. Harmeling, Florida State University, US'In the Handbook of Research on Customer Engagement, researchers from around the globe come together to examine a variety of emerging and innovative topics on customer engagement. Cutting across issues related to marketing practice, theory development, firm performance, and networked environments, the set of collated papers will be useful not only to academics who study engagement, but also to business practitioners who aim to better engage their customers.' --Robert W. Palmatier, University of Washington, US'The Handbook of Research on Customer Engagement addresses cutting-edge customer engagement (CE) issues and offers insight into its applications across different contexts. It includes contributions from globally renowned academics in the field and as such, should not be missed by any scholar or manager wishing to better understand or leverage CE. This title comes highly recommended.' --Moira Clark, Henley Business School, University of Reading, UKTable of ContentsContents: Introduction to the Handbook of Research on Customer Engagement 1 Linda D. Hollebeek and David E. Sprott PART I CUSTOMER ENGAGEMENT AND MARKETING PRACTICE Introduction: customer engagement and marketing practice 4 V. Kumar 1 Engagement-to-value (E2V): an empirical case study 20 Debbie Isobel Keeling, Ko de Ruyter and David Cox 2 Boosting customer engagement through gamification: a customer engagement marketing approach 35 Sandra Streukens, Allard van Riel, Daria Novikova and Sara Leroi-Werelds 3 Applying design thinking to innovate, validate, and implement new digital services 55 Nj.l Sivertst.l and Annita Fjuk 4 Online reviews as customers’ dialogues with and about brands 76 Ewa Maslowska, Su Jung Kim, Edward C. Malthouse and Vijay Viswanathan 5 Engagement and technology as key enablers for a circular economy 97 Nicholas Vijverman, Bieke Henkens and Katrien Verleye PART II CUSTOMER ENGAGEMENT CONCEPTUALIZATION AND CONCEPTUAL RELATIONSHIPS Introduction: the evolution of conceptual work on customer engagement 114 Ruth N. Bolton 6 How in-store retail and service atmosphere create customer engagement 126 Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal and Nancy M. Puccinelli 7 Customer engagement: the role of gamification 164 Wafa Hammedi, Thomas Leclercq and Ingrid Poncin 8 Giving or receiving in social media: can content marketing simultaneously drive productive and consumptive engagement? 186 Welf H. Weiger, Maik Hammerschmidt and Thomas P. Scholdra 9 Story-based consumer engagement: a conceptual framework 204 Laurence Dessart and Valentina Pitardi 10 Personality-based consumer engagement styles: conceptualization, research propositions and implications 224 Linda D. Hollebeek, Jamid Ul Islam, Keith Macky, Takashi Taguchi, Carolyn Costley and Dale Smith 11 Practices, engagement, and service systems as a holistic perspective on technological actors 245 Jennifer Chandler PART III CUSTOMER ENGAGEMENT AND ORGANIZATIONAL PERFORMANCE Introduction: customer engagement and organizational performance: a financial perspective 259 Bobby J. Calder 12 Review of engagement drivers for an instrument to measure customer engagement marketing strategy 271 Shiri Vivek, Cynthia Kazanis and Ingita Jain 13 Positively and negatively valenced customer engagement: the constructs and their organizational consequences 291 Julia Marbach, Niloofar Borghei Razavi, Cristiana R. Lages and Linda D. Hollebeek 14 Customer engagement and organizational performance: a service-dominant logic perspective 311 Civilai Leckie, Munyaradzi W. Nyadzayo and Lester W. Johnson 15 Leveraging user-generated content: a visual case analysis of Contiki’s brand co-creation campaign 329 Robyn Ouschan, Jay Turkington and Julie Napoli 16 A web site engagement measurement for digital marketers 358 Antonio Hyder and Otto Regalado-Pez.a 17 Temporality of customer engagement in service innovation: a theoretical model 376 Amela Karahasanović, Linda D. Hollebeek, Dimitra Chasanidou and Calin Gurau PART IV CUSTOMER ENGAGEMENT AND NETWORKED ENVIRONMENTS Introduction: value creation and co-creation within networks 391 Sharon E. Beatty 18 The impact of customer engagement behaviors and majority/minority information on the use of online reviews 402 Thomas L. Baker, Paul Fombelle, Clay Voorhees, Kristina K. Lindsey Hall and Blake Runnalls 19 Sharing uncertainty across organizations: service capital and customer engagement for realizing nonownership value 423 Michael Ehret and Jochen Wirtz 20 Connections and interactions: an engagement perspective on customer networks 441 Kim A. Johnston and Anne B. Lane 21 The role of consumer engagement in recovering online service failures: an application of service-dominant logic 456 Jamid Ul Islam, Zillur Rahman and Linda D. Hollebeek 22 Conceptualizing health consumer engagement: an extended framework of resource integration, co-creation and engagement 470 Kara Burns and Sven Tuzovic Index 493

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Book SynopsisTaking a multidisciplinary approach, this comprehensive Handbook comprises contributions from international researchers of diverse educational and research backgrounds. Chapters present methodological issues within marketing research, sharing the researchers’ experiences of what does and does not work, as well as discussing challenges and avenues for innovation.Divided into four parts covering quantitative and qualitative research approaches, mixed-methods approaches, and critical issues regarding how research is conducted, the Handbook offers guidance for all marketing researchers. This guidance includes insights on scale development, necessary condition analysis, experimental design, visual research methods, phenomenology and mobile ethnography. Chapters also consider recent advances in marketing research methods, legal aspects of marketing research, research ethics and how a forensic science framework can be used in marketing research.Generating wider methodological debates, this Handbook will be a valuable resource for researchers and students of marketing, as well as scholars interested in research methods in the business and management field. Its practical recommendations will also be beneficial for marketing practitioners interested in research.Trade Review‘The Handbook takes an up-to-date and fresh look at a variety of topics quite relevant in business research. In particular, it not only provides updates for many traditionally covered topics, but also extends to other areas often overlooked in the past thereby expanding researchers’ methodological toolbox. The balance in topics emphasizing not just the role of quantitative methods but also qualitative and mixed methods is unique compared to other books published in the last few decades. Students and faculty will appreciate this book in a variety of methods-oriented courses. Congratulations on this useful, applied book!’ -- Joe Hair, University of South Alabama, USTable of ContentsContents: Introduction: advances in marketing research methods Robin Nunkoo, Viraiyan Teeroovengadum and Christian M. Ringle PART I QUANTITATIVE RESEARCH METHODS 1. Scale development in marketing research Noorjahan Banon Teeluckdharry, Viraiyan Teeroovengadum and Ashley Seebaluck 2. Necessary condition analysis in marketing research Jan Dul, Sven Hauff and Zsófia Tóth 3. When size does not matter: compositional data analysis in marketing research Berta Ferrer-Rosell, Eva Martin-Fuentes, Marina Vives-Mestres and Germà Coenders 4. Modern data analysis – a paradigm for robustness: lessons for marketing researchers from the machine learning literature John Williams 5. Meta-analysis: deconstructing marketing knowledge İlayda İpek and Nilay Bıçakcıoğlu-Peynirci 6. Experimental design in marketing research Sumeyra Duman 7. Partial Least Square Structural Equation Modelling (PLS-SEM) in marketing research Soujata Rughoobur-Seetah, Robin Nunkoo and Viraiyan Teeroovengadum PART II QUALITATIVE RESEARCH METHODS 8. A guide to the successful use of case study in marketing management research Edina Ajanovic and Çizel Beykan 9. Visual research methods: volunteer-employed photography (VEP) Brian Garrod and Nika Balomenou 10. Phenomenology: prospects and challenges for marketing research Mine Inanc and Metin Kozak 11. Mobile ethnography: a customer experience research method for innovation Birgit Bosio, Katharina Rainer and Marc Stickdorn PART III MIXED-METHODS RESEARCH 12. Mixed methods in agricultural marketing research: building trust amongst participants Rachel Hay 13. Multi-methods in the measurement of emotion in tourism marketing Arghavan Hadinejad, Noel Scott, Anna Kralj and Brent Moyle 14. Using a mixed methods approach to develop a scale in the context of social media attachment Shabanaz Baboo PART IV OTHER ISSUES IN MARKETING RESEARCH 15. New frontiers in marketing research methods: forensic marketing – using forensic science frameworks and methods in marketing research D. Anthony Miles 16. An examination of the legal theories and research methods relevant to marketing research Marie Valerie Uppiah and Roopanand Mahadew 17. Assessing the legal implications and parameters of marketing research Roopanand Mahadew and Marie Valerie Uppiah 18. Ethical considerations in marketing research Mridula Gungaphul and Mehraz Boolaky Index

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Book SynopsisIn a noisy, fast-paced marketing world, customer insight holds the key to creating memorable, purpose-driven marketing. This book shows precisely how customer insights can be used to build a marketing mission with purpose. Customer Insight Strategies outlines the critical role of customer insight and provides techniques and strategies that will help marketers identify trends, nurture leads and understand consumers - ultimately, empowering them to grow profits. The strategies are explained in a straightforward, jargon-free manner, and can be applied to a huge range of marketing challenges, regardless of time, budget or organizational size. Customer Insight Strategies discusses many of the core methods through which customer insight can be gleaned, providing easy-to-follow guidelines for applying them to everyday marketing practice. Covering topics such as customer segments, marketing to personas and lead generation, it contains global case studies from organizations including Cisco, NTT, Refinitiv and The Co-op as well as interviews with leading business professionals sharing their thoughts on using customer insights to grow profits. Written by a highly respected thought-leader and industry influencer, this book will help any professional create truly powerful marketing.Trade Review"Offers expert views and practical advice on how to understand the buyer so well that you can go from selling to helping today's hyper-connected and empowered customers buy." * Malin Liden, Vice President, Head of EMEA Marketing Transformation Office, SAP, Germany *"This is not only a great reminder of the need for insight, but an incredibly useful resource to remind us how to generate the right insights across key touch points." * Maria Koutsoudakis, Brand Director UK, Vodafone *"Marketing is about creating relationships that are great for the customers who experience them, great for the people who make them happen, great for the people who "sell" them, great for all stakeholders and great for the planet. If you are interested in learning how to do this, buy and use this book." * Professor Malcolm McDonald, Emeritus Professor, Cranfield University School of Management *"Delighting customers is a powerful path to profitability and this book skilfully provides the playbook on both strategy and execution-the why and the how. It's a must-read for business leaders who need to translate insight into action to accelerate business growth!" * Vanessa DiMauro, Head of Community, Georgian Partners and Forbes Top 40 Digital Marketer, USA *"The internet, social media, legislation, technology and COVID-19 have all changed marketing and all of us have to change with it. Bailey takes us through each area we need to change and uses expert opinion, case studies and her own experience to lay out either a healthy update or an introduction into this interesting subject." * Tim Hughes, Author and Co-Founder and CEO, Digital Leadership Associates, UK *"The best marketing today is all about generating world-class insight and turning it into action. This is at once the most practical and the most rigorous guide to that insight-into-action process that I know of." * Hugh Wilson, Professor of Marketing, University of Warwick, WBS, UK *"The ultimate guide on how to harness and truly leverage customer insights. Christine Bailey shows the importance of being authentic, understanding the customer on a more personal level than simply as data points, and humanizing the brand by adding value through using customer insights." * Ted Rubin, CMO, Photofy, Author of Return on Relationship, Speaker, Provocateur, USA *"Christine takes us on a fascinating tour of almost every contemporary marketing technique and discipline and demonstrates the common thread of data and insight that should be at the heart of whatever we do as marketers." * Ian Truscott, Founding Editor, Rockstar CMO, UK *"The book illustrates the importance of customer insights in our modern digital world and encouraged me to leave my comfort zone and try new things." * Sandrine Wagner, Prize-winning final year marketing student, Kingston University, UK *Table of Contents Chapter - 01: An introduction to customer insights; Chapter - 02: Why customer insights matter and how you generate them; Chapter - 03: Creating a mission statement with purpose and a value proposition that matters to customers; Chapter - 04: Using insights to support a brand strategy; Chapter - 05: Using insights to create and apply customer segments and personas; Chapter - 06: Using insights for thought leadership and content marketing; Chapter - 07: Using insights for customer acquisition; Chapter - 08: Using insights to develop and retain customers; Chapter - 09: More insightful social media; Chapter - 10: Technology to help; Chapter - 11: Implications for practitioners

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Book SynopsisNew Methods of Market Research and Analysis prepares readers for the new reality posed by big data and marketing analytics. While connecting to traditional research approaches such as surveys and focus groups, this book shows how new technologies and new analytical capabilities are rapidly changing the way marketers obtain and process their information. In particular, the prevalence of big data systems always monitoring key performance indicators, trends toward more research using observation or observation and communication together, new technologies such as mobile, apps, geo-locators, and others, as well as the deep analytics allowed by cheap data processing and storage are all covered and placed in context. Scott Erickson goes beyond the buzzwords to provide relevant explanations of the meaning and impact of both big data and analytics, placing them in context with traditional marketing research. His engaging subject matter focuses on the practical aspects of big data concepts, precisely defining and illustrating key concepts and providing illuminating real world examples. This approachable style enables marketers to understand what data scientists are doing with big data systems and analytics, giving them a taste of the capabilities of contemporary statistical software and its practical applications.This book can be used as a supplement to a traditional marketing research text or on its own. It will serve as a key reference for graduate students and advanced undergraduates in marketing research, marketing analytics, or business intelligence courses as well as marketing professionals looking to stay up to date with current trends and have them explained in a context they understand.Trade Review'This is a wonderfully well-written, highly readable, book that covers the rapidly changing and increasingly complex landscape of data-driven marketing in depth. The distance traveled from ''Mad Men-esque'' focus groups to sophisticated inferential analyses of vast data arrays is very well captured. Erickson's use of real-life, and very current, examples, to frame critical issues and explain key concepts and details is remarkable. The reader often feels as if he/she is virtual member of a marketing analytics workgroup working on problems for firms like Tesco, Bloomberg, Lego, LiveAnalytics, Amazon, and others.' --Charles R. Christian, former Director of Employee Analytics, Johnson & JohnsonTable of ContentsContents: 1. Big Data and Marketing Analytics 2. Exploratory Research Design 3. Descriptive Research Design 4. Causal Research Design 5. Other Topics in Research and Analytics 6. Analytics 1: Big Data 7. Analytics 2: Marketing Analytics Index

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Book SynopsisThe Handbook of Marketing Analytics showcases analytical marketing methods and their high-impact real-life applications in marketing management, public policy, and litigation support. Fourteen methods chapters present an overview of specific marketing analytic methods in technical detail while twenty-two case studies present thorough examples of the use of each method.The contributors featured are recognized authorities in their fields. Multidisciplinary in scope this Handbook covers experimental methods, non-experimental methods, and their digital-era extensions. It explores topics such as Classical and Bayesian econometrics, Causality, Machine learning, Optimization, and recent advancements in Conjoint Analysis.This standout collection of analytical methods and application will be useful and educational for all readers, whether they are academics or practitioners in marketing, public policy, or litigation.Contributors include: M. Akemann, S. Albers, P. Albuquerque, G.M. Allenby, V. Altuglu, A.N. Angulo, A. Ansari, L. Ash, M. Bakker, R. Befurt, T.C. Borek, D. Borrego, B.J. Bronnenberg, Z. Chance, P.K. Chintagunta, M.G. Dekimpe, R. Dhar, D. Dzyabura, R.K. Fair, D.G. Fiebig, M. Fischer, A. Goldfarb, N.J. Goldstein, R. Guha, D.M. Hanssens, M. Hatzis, J.R. Howell, K. Huskey, R. Jacobson, D. Iacobucci, I. Ionova, S. Iyer, V.K. Kanuri, A. Lambrecht, A.Y. Lee, D.R. Lehmann, Y. Li, L. Ma, M.K. Mantrala, N. Mizik, L. O'Laughlin, D. Onul, A. Oza, K. Pauwels, E. Pavlov, K.I. Powers, V.R. Rao, R. Reed-Arthurs, D.M. Ringel, J. Roberts, P.E. Rossi, R. Schwabe, J. Silva-Risso, B. Skiera, J.H. Steckel, O. Toubia, M. Trusov, C. Tucker, A.M. Tybout, K. Wertenbroch, A.G. White, S. Woodhouse, H. Yoganarasimhan, J.D. ZonaTrade ReviewHandbook of Marketing Analytics is a very useful reference for the litigator wishing to gain greater expertise and insight into available tools for prosecuting and defending many types of commercial litigation. The technical chapters have gentle takeoffs that allow the nonspecialist reader to build a working knowledge of the techniques described. The case study chapters are what really set the book apart for those whose matrix algebra is rusty, enabling the non-technical attorney or lay reader to see vividly how the techniques can be deployed. This will be an essential item on the shelf of any litigator who deals regularly with advanced analytics in marketing and related areas.' --August Horvath, Kelley Drye & Warren LLP'Over the course of their storied careers, Mizik and Hanssens have helped quantify one of the most elusive of concepts: how marketing creates enterprise value. The Handbook of Marketing Analytics teaches practitioners not only how to explain the impact of marketing investment on firm performance, but also its growing application to guiding public policy and even assisting in litigation. Expertly crafted, with practical takeaways drawn on case studies and interviews with marketing analytics experts, this book is a must-read for any marketer, advertiser or reader fascinated with discovering the unseen leverage in marketing and creativity.' --John Gerzema, Bestselling Author and CEO of Harris Insights & Analytics/The Harris Poll, US'Ever since I published Marketing Decision Making and Marketing Models, I have been wanting to see a superb collection of marketing analytics chapters and cases in one book. The Handbook of Marketing Analytics has finally arrived and it is a treasure.' --Philip Kotler, Northwestern University, USTable of ContentsContents: Introduction Natalie Mizik and Dominique M. Hanssens Methods Chapters Part I Experimental Designs 1. Laboratory Experimentation in Marketing Angela Y. Lee and Alice M. Tybout 2. Field Experiments Anja Lambrecht and Catherine E. Tucker 3. Conjoint Analysis Olivier Toubia Part II Classical Econometrics 4. Time-Series Models of Short-Run and Long-Run Marketing Impact Marnik G. Dekimpe and Dominique M. Hanssens 5. Panel Data Methods in Marketing Research Natalie Mizik and Eugene Pavlov 6. Causal Inference in Marketing Applications Peter E. Rossi Part III Discrete Choice Modeling 7. Modeling Choice Processes in Marketing John Roberts and Denzil G. Fiebig 8. Bayesian Econometrics Greg M. Allenby and Peter E. Rossi 9. Structural Models in Marketing Pradeep K. Chintagunta Part IV Latent Structure Analysis 10. Multivariate statistical analyses: Cluster analysis, factor analysis, and multidimensional scaling Dawn Iacobucci Part V Machine Learning and Big Data 11. Machine Learning and Marketing Daria Dzyabura and Hema Yoganarasimhan 12. Big Data Analytics Asim Ansari and Yang Li Part VI Generalizations and Optimizations 13. Meta Analysis in Marketing Donald R. Lehmann 14. Marketing Optimization Methods Murali K. Mantrala and Vamsi K. Kanuri Case Studies and Applications Part VII Case Studies and Applications in Marketing Management 15. Industry Applications of Conjoint Analysis Vithala R. Rao 16. How time series econometrics helped Inofec quantify online and offline funnel progression and reallocate marketing budgets for higher profits Koen Pauwels 17. Panel Data Models for Evaluating the Effectiveness of Direct-to-Physician Pharmaceutical Marketing Activities Natalie Mizik and Robert Jacobson 18. A Nested Logit Model for Product and Transaction-Type Choice Planning Automakers’ Pricing and Promotions Jorge Silva-Risso, Deirdre Borrego and Irina Ionova 19. Visualizing Asymmetric Competitive Market Structure in Large Markets Daniel M. Ringel and Bernd Skiera 20. User Profiling in Display Advertising Michael Trusov and Liye Ma 21. Dynamic Optimization for Marketing Budget Allocation at Bayer Marc Fischer and Sönke Albers Part VIII Case Studies and Applications in Public Policy 22. Consumer (Mis)Behavior and Public Policy Intervention Klaus Wertenbroch 23. Nudging Healthy Choices with the 4Ps Framework for Behavior Change Zoë Chance, Ravi Dhar, Michelle Hatzis, Michiel Bakker, Kim Huskey and Lydia Ash 24. Field Experimentation: Promoting Environmentally Friendly Consumer Behavior Noah J. Goldstein and Ashley N. Angulo 25. Regulation and Online Advertising Markets Avi Goldfarb 26. Measuring the Long-Term Effects of Public Policy: The Case of Narcotics Use and Property Crime Keiko I. Powers 27. Applying Structural Models in a Public Policy Context Paulo Albuquerque and Bart J. Bronnenberg Part IX Case Studies and Applications in Litigation Support 28. Avoiding Bias: Ensuring Validity and Admissibility of Survey Evidence in Litigations Rebecca Kirk Fair and Laura O’Laughlin 29. Experiments in Litigation Joel H. Steckel 30. Conjoint Analysis in Litigation Sean Iyer 31. Conjoint Analysis: Applications in Antitrust Litigation Michael P. Akemann and Rebecca Reed-Arthurs and J. Douglas Zona 32. Feature Valuation Using Equilibrium Conjoint Analysis John R. Howell, Greg M. Allenby and Peter E. Rossi 33. Regression Analysis to Evaluate Harm in a Breach of Contract Case: The Citri-Lite Company, Inc., Plaintiff v. Cott Beverages, Inc., Defendant Rahul Guha, Darius Onul and Sally Woodhouse 34. Consumer Surveys in Trademark Infringement Litigation: FIJI vs. VITI Case Study T. Christopher Borek and Anjali Oza 35. Survey Evidence to Evaluate a Marketing Claim: Skye Astiana, Plaintiff v. Ben & Jerry’s Homemade, Inc., Defendant Alan G. White and Rene Befurt 36. Machine Learning in Litigation Vildan Altuglu and Rainer Schwabe Index

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Book SynopsisIdentifying customer loyalty as a crucial success factor in contemporary marketing thinking and practice, this innovative Handbook incorporates a rich collection of perspectives on the current topics and research-driven practices in the field. Leading scholars offer an insightful reimagining of the research methods, metrics, and designs for the future of measuring and predicting customer loyalty.The Handbook recognises loyalty as a strategic asset, and analyses incentive structures such as loyalty-based learning, gamification, and automaticity to track the evolution of customer loyalty programmes. Examining the impacts of globalization and cutting-edge technologies on the customer loyalty journey, it identifies an increase in customer defection and a rapid erosion of single-brand loyalty. Forward-thinking, it concludes by reflecting on how trends like voice technology, augmented reality, and influencer marketing will shape the domain of customer loyalty in the future.Gathering together contemporary concepts, practice, measures and challenges to inform future research, this Handbook will prove an enlightening read for students and scholars of marketing, business and management, and psychology. Its illustrative case studies will also prove invaluable for practitioners in a diverse range of fields looking to future-proof and reimagine their loyalty strategies.Trade Review‘The Handbook of Research on Customer Loyalty is a must have for loyalty practitioners. This treasure chest of insights from some of the world's leading authorities in loyalty marketing combines cutting edge theoretical concepts with practical illustrations and operational know-how.’ -- Ryan Faithfull, Global Offering Manager - Know Your IBM (KYI)‘Finally a book that effectively blends academic concepts and theories, with future predictions, real life insights and case studies in loyalty marketing. I really loved the pragmatic and common sense approach which is exactly what businesses are looking for now when trying to build customer loyalty. The Handbook of Research on Customer Loyalty is a must have for any person who is operating a loyalty program or interested in the concept of customer loyalty. This is a really valuable tool carefully curating insights on relevant topics within loyalty marketing research from some of the world's leading experts. A must have!’ -- Tony Wood, Senior Partner, Mercer & Managing Director Continental Europe, Mercer Marsh Benefits, UK‘Debbie Keeling, Ko de Ruyter, and David Cox—in collaboration with 45 colleagues from around the world—bring an overview of the state of research-driven customer-loyalty practice, offer insights in research methods, metrics, and designs for measuring customer loyalty, put forward observations on programmatic approach to customer loyalty, and, finally, attempt to reimagine customer loyalty research. I especially appreciated the six chapters at the end of the Handbook, as they offer interesting avenues for future research on customer loyalty. I am confident in predicting the Handbook will be a valuable resource for scholars and practitioners alike. Kudos all around to the team behind the Handbook.’ -- Adam Lindgreen, Copenhagen Business School, Denmark and University of Pretoria, South AfricaTable of ContentsContents: 1 Introduction to the Handbook of Research on Customer Loyalty 1 Debbie I. Keeling, Ko de Ruyter and David Cox PART I PUTTING CUSTOMER LOYALTY INTO PERSPECTIVE – THE STATE OF RESEARCH-DRIVEN PRACTICE 2 A review of perspectives on customer loyalty 5 Kathy A. Keeling 3 A twenty-year review of brand and customer loyalty patents and academic literature 23 Charles V. Trappey, Amy J. C. Trappey, Annie A. S. Li and Richard Feinberg 4 The customer loyalty journey – technology enabled loyalty touchpoints 42 Mathew Chylinski and Jonas Heller 5 Customer loyalty – an international perspective 55 Aqeel Faisal A. Kadasah 6 Ethical dilemmas in terminating undesired (loyal) customers 70 Ting Yu and Michael Schwartz PART II RESEARCH METHODS, METRICS AND DESIGNS FOR CUSTOMER LOYALTY 7 Customer experience measurement: implications for customer loyalty 83 Francisco Villarroel Ordenes, David Díaz Solis and Dennis Herhausen 8 Capturing complex, dynamic customer loyalty by integrating traditional and big data analyses 95 Ce (Jacky) Mo and Ting Yu 9 Voice in customer loyalty research 107 Bitty Balducci and Detelina Marinova 10 Predictive approaches to customer loyalty: the impact of missing data on the predictability of customer loyalty models 129 Dominik M. Piehlmaier 11 Customer disloyalty: an interactive introspection 142 Maja Golf-Papez and René Moolenaar PART III PROGRAMMATIC APPROACHES TO CUSTOMER LOYALTY 12 The rewards portfolio 153 David Cox 13 Loyalty-Based Learning (LBL) in channel enablement programmes 164 Debbie I. Keeling and Ko de Ruyter 14 Play, games and gamification: possibilities for customer loyalty 173 Joey Lam, Karen Robson, Kirk Plangger, Jan Kietzmann, Ian McCarthy and Leyland Pitt 15 In search of loyalty programme soft benefits: a social capital perspective 189 David Cox 16 Nudging and marketing communications: a regulatory focus perspective 202 Ilia Protopapa and Stavros P. Kalafatis 17 Loyalty programmes: cases in points 216 David Cox 18 Habitual behaviour: design for automaticity during customer loyalty decisions 228 Dominik Mahr, Tim Hilken and Timna Bressgott 19 The journey from non-audiences to loyal audiences: a case study of a performing arts theatre 244 Yu-Chien Chang and Dirk vom Lehn PART IV REIMAGINING CUSTOMER LOYALTY RESEARCH 20 Six dilemmas for customer loyalty and sustainability 258 Fatima Wang 21 Building customer loyalty with augmented reality: current and future trends 274 Tim Hilken, Dominik Mahr and Dai-In Danny Han 22 Fostering customer loyalty using technology 291 Elisa B. Schweiger and Dhruv Grewal 23 If you post, they will follow: understanding the dynamics of the influencer marketing industry 306 Gillian Brooks and Mikołaj Piskorski 24 Role of AI in enhancing customer engagement, loyalty and loyalty programme performance 316 Choukri Menidiel, Linda D. Hollebeek, Anu Leppiman and Iivi Riivits-Arkonsuo 25 Redefining consumer relationships through voice technologies 332 Matteo Montecchi, Kirk Plangger, Anouk de Regt and Adam J. Mills Index

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