Satisfaction: A Behavioral Perspective On The Consumer Oliver, Richard L.

Oliver, Richard L.

ISBN 10: 0070480257 / ISBN 13: 9780070480254

Edité par McGraw-Hill College, 1996

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Détails bibliographiques

Titre : Satisfaction: A Behavioral Perspective On ...

Éditeur : McGraw-Hill College

Date d'édition : 1996

Reliure : Couverture rigide

Etat : New

A propos de ce titre

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".

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.