Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer

Richard L. Oliver

ISBN 10: 0765617706 / ISBN 13: 9780765617705

Edité par Routledge Publishing, 2010

Very Good; Hardcover; Covers are still glossy; Unblemished textblock edges; Small label to the first endpaper and to the title page, otherwise the endpapers and all text pages are bright and unmarked; The binding is excellent with a straight spine; This book will be shipped in a sturdy cardboard box with foam padding; Medium-Large Format (Quatro, 9.75" - 10.75" tall); Olive green and blue covers with title in white and tan lettering; 2nd Edition; 2010, Routledge Publishing; 544 pages; "Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer," by Richard L. Oliver. N° de réf. du vendeur SKU-576AG07808181

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.

À propos de l?auteur: Richard L. Oliver

Détails bibliographiques

Titre : Satisfaction: A Behavioral Perspective on ...
Éditeur : Routledge Publishing
Date d'édition : 2010
Reliure : Couverture rigide
Etat : Very Good
Edition : 2.