Service Seekers are more loyal than Price Seekers : examining four segments of consumers across 12 industries

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000nam a22000004b 4500</leader>
    <controlfield tag="001">MAP20090096219</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20191202112013.0</controlfield>
    <controlfield tag="008">091111s2009    usa||||       ||| ||eng d</controlfield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">922.112</subfield>
    </datafield>
    <datafield tag="100" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080180690</subfield>
      <subfield code="a">Temkin, Bruce D.</subfield>
    </datafield>
    <datafield tag="245" ind1="0" ind2="0">
      <subfield code="a">Service Seekers are more loyal than Price Seekers</subfield>
      <subfield code="b"> : examining four segments of consumers across 12 industries</subfield>
      <subfield code="c">by Bruce D. Temkin with William Chu and Angela Beckers</subfield>
    </datafield>
    <datafield tag="260" ind1=" " ind2=" ">
      <subfield code="a">Cambridge</subfield>
      <subfield code="b">Forrester Research</subfield>
      <subfield code="c">2009</subfield>
    </datafield>
    <datafield tag="490" ind1="0" ind2=" ">
      <subfield code="a">For customer experience professionals</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across 12 industries. Across all industries, Service Seekers were more likely than Price Seekers to buy more products, stay with their current provider, and recommend their provider to friends and colleagues. The gap between Service Seekers and Price Seekers was very high for TV service providers across all three loyalty measures. It turns out that Service Seekers are excellent customers to target</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080593483</subfield>
      <subfield code="a">Servicio al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080589189</subfield>
      <subfield code="a">Atención al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080614126</subfield>
      <subfield code="a">Fidelización de clientes</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20090013520</subfield>
      <subfield code="a">Chu, William</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20090028937</subfield>
      <subfield code="a">Beckers, Angela</subfield>
    </datafield>
    <datafield tag="710" ind1="2" ind2=" ">
      <subfield code="0">MAPA20080436582</subfield>
      <subfield code="a">Forrester</subfield>
    </datafield>
  </record>
</collection>