Articles liés à Satisfaction: A Behavioral Perspective on the Consumer

Satisfaction: A Behavioral Perspective on the Consumer - Couverture rigide

Oliver, Richard L.

 
9780765617705: Satisfaction: A Behavioral Perspective on the Consumer
Couverture rigide
ISBN 10 : 0765617706 ISBN 13 : 9780765617705
Editeur : Routledge, 2010

Synopsis

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 « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

Richard L. Oliver

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

Éditeur
Routledge
Date d'édition
2010
Langue
anglais
ISBN 10 
0765617706
ISBN 13 
9780765617705
Reliure
Relié
Numéro d'édition
2
Nombre de pages
544
Coordonnées du fabricant
non disponible
Personne responsable
gpsr@libri.de
gpsr@libri.de

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