Articles liés à Satisfaction: A Behavioral Perspective on the Consumer

Satisfaction: A Behavioral Perspective on the Consumer - Couverture rigide

Oliver, Richard L.

 
9780070480254: Satisfaction: A Behavioral Perspective on the Consumer
Couverture rigide
ISBN 10 : 0070480257 ISBN 13 : 9780070480254
Editeur : McGraw-Hill Inc.,US, 1997

Synopsis

This work examines the meaning, causes, and consequences of customer satisfaction. The author broadens the determinants of psychological satisfaction to include needs, excellence (quality), fairness, and regret (what might have been). It concludes with chapters on post-purchase consequences, such as complaining behaviour and customer loyalty, and discusses why an understanding of satisfaction psychology is important to management. The chapters on the satisfaction processes include dissonance, attribution of responsibility, consumption affect, and consumption processing, culminating in a "consumption processing model".

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

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.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
McGraw-Hill Inc.,US
Date d'édition
1997
Langue
anglais
ISBN 10 
0070480257
ISBN 13 
9780070480254
Reliure
Relié
Nombre de pages
432
Coordonnées du fabricant
non disponible
Personne responsable
non disponible