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, 2010

A propos de cet article

Like New.

N° de réf. du vendeur ERICA78707656177066

Détails bibliographiques

• Titre: Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer
• Éditeur: Routledge
• Date de parution: 2010
• Langue: anglais
• ISBN à 10 chiffres: 0765617706
• ISBN à 13 chiffres: 9780765617705
• Reliure: Hardcover
• Édition: 2ème Édition
• État de l'article: Like New
• Type de livre: book

A propos de ce titre

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