Claes Fornell

Forrest V. Morgeson III

G. Tomas M. Hult

David VanAmburg

Customer-Centric Approaches to Improving Satisfaction

The Reign of the Customer

David Closs

David Frayer

LEVERAGE YOUR SUPPLY CHAIN FOR MAXIMUM PROFIT Do you have a global supply chain strategy designed for the long run? About 90 percent of global demand is not fully met by local supply, and global supply chains will soon account for 25 percent of multinational firms' performance--meanwhile, supply chains need to become 43 percent more global in the next decade just to maintain a firm's competitive edge. Written by three of today's leading experts on the subject--each from Michigan State University, the uncontested world leader of supply chain management--Global Supply Chain Management gives you the know-how and tools to dramatically boost supply chain efficiency by making it a core element of your overall corporate strategy. Global Supply Chain Management takes you step by step through the process of creating and managing a global supply chain strategy and aligning it with the conditions of your industry. Learn everything you need to know about developing a core strategy plus strategies for each of the critical supply chain functions: LOGISTICS--Integrate logistics strategy and tactical activities PURCHASING--Manage the transition to purchasing globally OPERATIONS--Systematically design, direct, and control processes MARKET CHANNELS--Effectively connect your supply chain to customers With in-depth case studies and data showing how American Express, AB InBev, Dell, FedEx, Daimler, Microsoft, Nestlé, Nokia, and several other prominent companies have applied global supply chain strategy to increase profits and growth, Global Supply Chain Management helps you take action to drive similar success in your company. If you're serious about competing today--and in the future--you must integrate and leverage strategic supply chain management into your overall corporate strategy. Global Supply Chain Management provides everything you need to build a strategy designed for the long run. PRAISE FOR GLOBAL SUPPLY CHAIN MANAGEMENT "This book does a superb job of using a total value perspective and integrating business functions into a strategic framework for global supply chain management that can be leveraged for success." -- Leif Johansson, Chairman of the Board of Directors of AstraZeneca, Ericsson, European Round Table of Industrialists, and the International Advisory Board of the Nobel Foundation "Written by a superb team of world-leading authors on global supply chain management, this book provides a great framework for companies to leverage global supply chain functions and processes, measurements, and tools to achieve sustained strategic advantage in the global marketplace." -- Michael Lawton, Chief Financial Officer (CFO) and Executive Vice President of Finance of Domino's Pizza, Inc. "In our company, we have come to recognize the strategic importance of building and maintaining a global supply chain. This book does an excellent job of identifying a framework for considering the implications of an integrated model for global supply chain management. It's clear that the authors have tremendous experience, and they have shared their insights in an innovative and integrative way." -- John Shull, Vice President and Global Procurement Officer of Steelcase Inc. "Global supply chains are critically important to companies in delivering products and services that satisfy customers. Hult, Closs, and Frayer provide an excellent model for how to drive the strategic and operational dimensions of global supply chain management to maximize end-customer value." -- Claes Fornell, Chairman of the Board of Directors of CFI Group Worldwide and ForeSee, and founder of the American Customer Satisfaction Index (ACSI)

Global Supply Chain Management: Leveraging Processes, Measurements, and Tools for Strategic Corporate Advantage

Marko Sarstedt

Christian M. Ringle

Joseph F. Hair, Jr.

The third edition of A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) guides readers through learning and mastering the techniques of this approach in clear language. Authors Joseph H. Hair, Jr., G. Tomas M. Hult, Christian Ringle, and Marko Sarstedt use their years of conducting and teaching research to communicate the fundamentals of PLS-SEM in straightforward language to explain the details of this method, with limited emphasis on equations and symbols. A running case study on corporate reputation follows the different steps in this technique so readers can better understand the research applications. Learning objectives, review and critical thinking questions, and key terms help readers cement their knowledge. This edition has been thoroughly updated, featuring the latest version of the popular software package SmartPLS 3. New topics have been added throughout the text, including a thoroughly revised and extended chapter on mediation, recent research on the foundations of PLS-SEM, detailed descriptions of research summarizing the advantages as well as limitations of PLS-SEM, and extended coverage of advanced concepts and methods, such as out-of-sample versus in-sample prediction metrics, higher-order constructs, multigroup analysis, necessary condition analysis, and endogeneity.

A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM)

Christian Ringle

A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) by Joseph F. Hair, Jr., G. Tomas M. Hult, Christian Ringle, and Marko Sarstedt is a practical guide that provides concise instructions on how to use partial least squares structural equation modeling (PLS-SEM), an evolving statistical technique, to conduct research and obtain solutions. Featuring the latest research, new examples using the SmartPLS software, and expanded discussions throughout, the Second Edition is designed to be easily understood by those with limited statistical and mathematical training who want to pursue research opportunities in new ways.

Joseph F. Hair Jr.

Nicholas P. Danks

Soumya Ray

Partial least squares structural equation modeling (PLS-SEM) has become a standard approach for analyzing complex inter-relationships between observed and latent variables. Researchers appreciate the many advantages of PLS-SEM such as the possibility to estimate very complex models and the method’s flexibility in terms of data requirements and measurement specification. This practical open access guide provides a step-by-step treatment of the major choices in analyzing PLS path models using R, a free software environment for statistical computing, which runs on Windows, macOS, and UNIX computer platforms. Adopting the R software’s SEMinR package, which brings a friendly syntax to creating and estimating structural equation models, each chapter offers a concise overview of relevant topics and metrics, followed by an in-depth description of a case study. Simple instructions give readers the “how-tos” of using SEMinR to obtain solutions and document their results. Rules of thumb in every chapter provide guidance on best practices in the application and interpretation of PLS-SEM.

A Workbook

Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R

With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) – invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.

G. Tomas M. Hult

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