The dynamic and turbulent second half of the 20th century, as well as the beginning of the 21st century, have been and still are accompanied by factors relating to information in one or other way: information technologies (IT), information systems (IS), information society, information economy and others. The technical foundation of these factors – the contemporary information technologies – became widely adopted, accessible to many users, and keep being perfected in terms of their functions and performance. IT developments have been followed by substantial value expectations that largely drive the IT industry as one of the most dynamic industries in the world. It is hard to underestimate the value created by IT applications, especially when an insightful use of IT has provided its users with opportunities that had been unheard of just a short time ago. On the other hand, the history of IT use brings out numerous cases that are not too successful, and from the time perspective, we can state that a wide application of IT does not automatically guarantee the creation of more value or efficient activities, regardless of proven potential. Apart from this, the role of IT in the life of contemporary society develops some controversial features: considering that information activities demand more and more time and attention that are rather scarce resources in the activities of a society member, the use of said resources is far from efficient. It has to be noted that this book discusses information needs and the role of information technologies in satisfying them. Although information issues are often discussed in relation to knowledge issues, and many sources point out that the two are closely related, this book does not discuss either the definition of knowledge or knowledge management, with the exception of several inevitable touch points. Business information activities and information functions often are considered secondary to the main activities, but actually they are a vital binding environment for any rational activities. Information has been important for all activities and at all times; nevertheless, its role received deeper and more focused research only with the proliferation of computer information technologies. The area of IT use and servicing of information needs is rather complicated and requires substantial knowledge and competence. The amount of experience accumulated in the field is huge; however, part of it has a short life cycle due to the rapid advance of information technologies. It is no easy task to search the kaleidoscopic variety of IT application problems for solid reference points that would hold over time. The monograph presents an assumption that the search for such reference points should start in the area of user information needs. The area of satisfying information needs, and business information needs in particular, has merited research interest for a long time and in many aspects. A number of important sub-areas has developed over time: management information systems, data and information management, information strategy, decision support, business intelligence, information economy, etc. It is worth noting that in the area of satisfying complex information needs, for some time principal attention has been given to the topics of decision support, decision modeling, and expert systems. Over time, other topics came in to replace them, namely, business intelligence, although it would be fair to note that current research in business intelligence and related fields largely owes to the previous foundation work of decision support researchers. Regardless of the vast number of research publications, the research space lacks work that is centered around an information user (a person, a group, an entire organization) and the projection of user information needs into the potential of information technologies and systems.

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Information is considered essential in every business model, which is why staying abreast of the latest resources can help combat many challenges and aid businesses in creating a synthesis between people and information, keeping up with evolving technologies, and keeping data accurate and secure. The Handbook of Research on Knowledge Management for Contemporary Business Environments is a critical scholarly publication that examines the management of knowledge resources in modern business contexts. Including a wide range of topics such as information systems, sustainable competitive advantage, and knowledge sharing, this publication is a vital reference source for managers, academicians, researchers, and students seeking current research on strategies that are able to manage the information in more than one context for present and future generations.

Marketing Database Analytics presents a step-by-step process for understanding and interpreting data in order to gain insights to drive business decisions. One of the core elements of measuring marketing effectiveness is through the collection of appropriate data, but this data is nothing but numbers unless it is analyzed meaningfully. Focusing specifically on quantitative marketing metrics, the book: Covers the full spectrum of marketing analytics, from the initial data setup and exploration, to segmentation, behavioral predictions and impact quantification Establishes the importance of database analytics, integrating both business and marketing practice Provides a theoretical framework that explains the concepts and delivers techniques for analyzing data Includes cases and exercises to guide students’ learning Banasiewicz integrates his knowledge from both his academic training and professional experience, providing a thorough, comprehensive approach that will serve graduate students of marketing research and analytics well.

Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technology’s involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.

Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.

COVID-19 is profoundly affecting the ways in which we live, learn, plan, and develop. What does COVID-19 mean for the future of digital information use and delivery, and for more traditional forms of library provision? Libraries, Digital Information, and COVID gives immediate and long-term solutions for librarians responding to the challenge of COVID-19. The book helps library leaders prepare for a post-COVID-19 world, giving guidance on developing sustainable solutions. The need for sustainable digital access has now become acute, and while offering a physical space will remain important, current events are likely to trigger a shift toward off-site working and study, making online access to information more crucial. Libraries have already been providing access to digital information as a premium service. New forms and use of materials all serve to eliminate the need for direct contact in a physical space. Such spaces will come to be predicated on evolving systems of digital information, as critical needs are met by remote delivery of goods and services. Intensified financial pressure will also shape the future, with a reassessment of information and its commercial value. In response, there will be a massification of provision through increased cooperation and collaboration. These significant transitions are driving professionals to rethink and question their identities, values, and purpose. This book responds to these issues by examining the practicalities of running a library during and after the pandemic, answering questions such as: What do we know so far? How are institutions coping? Where are providers placing themselves on the digital/print and the remote/face-to-face continuums? This edited volume gives analysis and examples from around the globe on how libraries are managing to deliver access and services during COVID-19. This practical and thoughtful book provides a framework within which library directors and their staff can plan sustainable services and collections for an uncertain future. - Focuses on the immediate practicalities of service provision under COVID-19 - Considers longer-term strategic responses to emerging challenges - Identifies key concerns and problems for librarians and library leaders - Analyzes approaches to COVID-19 planning - Presents and examines exemplars of best practice from around the world - Offers practical models and a useful framework for the future

First Published in 2000. Routledge is an imprint of Taylor & Francis, an informa company.

In an era of big data and data analytics, how can managers make decisions based on almost unlimited information, not to mention hiring and retaining individuals with the required data analytics skills? The new fourth edition of Essentials of Business Research Methods explains research methods and analytical techniques for individuals who aren't data scientists. The authors offer a straightforward, hands-on approach to the vital managerial process of gathering and using data to make relevant and timely business decisions. They include critical topics, such as the increasing role of online research, ethical issues, privacy matters, data analytics, customer relationship management, how to conduct information-gathering activities more effectively in a rapidly changing business environment, and more. This is also the only text that includes a chapter on qualitative data analysis, and the coverage of quantitative data analysis is more extensive as well as much easier to understand than in other texts. A realistic continuing case used throughout the book, applied research examples, and ethical dilemma mini cases enable upper-level undergraduate and postgraduate students to see how business research information is used in the real world. This comprehensive textbook is supported by a range of online resources, including instructors’ manuals, PowerPoint slides, and test banks.